W Insiders

7 days ago

Toronto, Canada Marriott International, Inc Full time

**Job Number** 22180162

**Job Category** Rooms & Guest Services Operations

**Location** W Toronto, 90 Bloor Street East, Toronto, ONT, Canada

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**JOB SUMMARY**

**Job Family: Guest Services**

**PRIMARY DUTIES & RESPONSIBILITIES**

**Guest Relations**
- Responsible for overseeing the Welcome Ambassadors.
- Participate in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
- Supervise and ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Establish and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
- Collaborate with the department leader in conducting performance reviews of hourly employees.
- Address the counselling/coaching of hourly employees on work related concerns and issues to ensure satisfaction and productivity.
- Manage the work schedules of hourly employees.
- Supervise and ensure work tasks are completed on time and that hourly staff meet appropriate quality standards.
- Collaborate with Department Leader to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.
- Collaborate with the Sales team to assist with the VIP and Amenity program; preparation and organization of welcome back notes/letters to correspond with any VIP amenities. Coordinate delivery/execution of services with respective departments.
- Serve as a point of contact for guests prior to arrival, while in-house and after departure.
- Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures i.e. arranging in-room chef, personal trainer, personal shopping, arranging in-suite appointments, entertainment and sporting events, etc.
- Respond to special requests from guests/residents with unique needs by making arrangements and/ or providing appropriate providers.
- Continually maintain detailed guest database; add preferences, incidents, comment cards, amenities and special needs information appropriately in the system(s).
- Collect and provide comprehensive information and coordinate guest requests regarding hotel services, local attractions, exhibitions, concerts, theatre, shopping, sport, restaurants, transportation, and any other information of interest. Handle reservations and obtain/issue tickets where applicable.
- Actively build and maintain guest relationships to enhance brand loyalty.
- Positively impact the hotel revenue by up selling hotel venues, packages, etc
- Greet VIP guests upon arrival.
- Assist with the preparation of guestroom amenities for arrival.
- Participate in hotel happenings and activations.
- Maintain positive guest relations at all times.
- Provide additional assistance to the Front Office Team as assigned by the duty manager.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Answer, and process all guest calls, requests, questions, or concerns.
- Receive, record, and relay messages accurately, completely, and legibly.
- Contact appropriate individual or department (e.g., Welcome Ambassador, Welcome Desk, Style Department, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Identify and explain hotel features to guests (e.g., use of room key, ice and vending areas, in-room safe, hotel services).
- Complete any other duties/task as assigned by the management.

**Communications**
- Assist as needed with guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, non-registered guest calls.
- Instruct guests on how to access the internet

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