Description
POSITION SUMMARY Greet persons entering the office determine nature and purpose of visit and direct / escort to destination. Open read and prepare answers to routine letters. Locate and attach appropriate files to incoming correspondence requiring replies. Take and distribute meeting minutes to appropriate individuals. Handle and distribute incoming and outgoing mail. Create and maintain computer- and paper-based filing and organization systems for records, reports, documents etc. Transmit information or documents using a computer, mail or facsimile machine. Prepare letters, memos and other documents using word processing, spreadsheet, database or presentation software. Enter and retrieve information contained in computer databases using a keyboard, mouse or trackball to update records, files, reservations and answer inquiries from guests. Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator and electronic peripherals. Document and communicate all guest requests / complaints to appropriate personnel.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information and protect company assets. Develop and maintain positive working relationships with others, support team to reach common goals and listen and respond appropriately to concerns of other employees. Speak with others using clear and professional language and answer telephones using appropriate etiquette. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities and thank guests with genuine appreciation. Move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
POLICIES AND PROCEDURES
Maintain confidentiality of proprietary materials and information.
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Ensure uniform nametags and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
GUEST RELATIONS
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 (e.g. LEARN PLEASED, Guest Response LEAP) to resolve issues, delight and build trust.
Welcome and acknowledge each and every guest with a smile, eye contact and a friendly verbal greeting using the guest's name when possible.
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.
Thank guests with genuine appreciation and provide a fond farewell.
COMMUNICATION
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile, using one's voice, using the caller's name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages and allowing the caller to end the call.
Speak to guests and co-workers using clear, appropriate and professional language.
Prepare and review written documents (e.g. daily logs, business letters, memoranda, reports) including proofreading and editing written information to ensure accuracy and completeness.
WORKING WITH OTHERS
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality.
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
PHYSICAL TASKS
Move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance.
GENERAL ADMINISTRATION
Open, read and prepare answers to routine letters.
Locate and attach appropriate files to incoming correspondence requiring replies.
Take and distribute meeting minutes to appropriate individuals.
Handle incoming and outgoing mail including date stamping and distributing incoming mail (e.g. overnight mail delivery / messenger services, First Class, Federal Express, UPS, Cablegrams, Telex, Mailgrams, Telegrams, Voicemail, certified, International and Registered).
DOCUMENTATION / REPORTING
Create and maintain computer- and paper-based filing and organization systems for records, reports, documents etc.
COMPUTERS / SOFTWARE
Transmit information or documents using a computer.
Prepare letters, memos and other documents using word processing, spreadsheet, database or presentation software.
Enter and retrieve information contained in computer databases using a keyboard, mouse or trackball to update records, files, reservation and answer inquiries from guests.
OFFICE EQUIPMENT
Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator and electronic peripherals.
Transmit information or documents using mail or facsimile machine.
COMMUNICATION (GUEST INTERACTION)
Document all guest requests / complaints and communicate such to appropriate personnel for proper handling.
Receive persons entering the office by greeting them, determining nature and purpose of their visit and directing or escorting them to specific destinations.
CRITIL COMPETENCY
Analytical Skills
Computer Skills
Learning
Decision-Making
Interpersonal Skills
Customer Service Orientation
Team Work
Diversity Relations
Writing
Telephone Etiquette Skills
English Language Proficiency
Communication
Listening
Applied Reading
Integrity
Dependability
Positive Demeanor
Presentation
Initiative
Detail Orientation
Multi-Tasking
Time Management
Typing
Correspondence
Maintain Files and Records
Filing
Microsoft Office
PREFERRED QUALIFICATIONS Education: High school diploma / G.E.D. equivalent.
Related Work Experience: At least 2 years of related work experience.
Supervisory Experience: No supervisory experience is required.
EEO STATEMENT At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and the greatest strength lies in the rich blend of culture, talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability, veteran status or other basis protected by applicable law.
KEY SKILLS Time Management, Microsoft Office, Organizational skills, Microsoft Outlook, Microsoft Word, QuickBooks, Office Experience, Personal Assistant Experience, Microsoft Powerpoint, Microsoft Excel, Administrative Experience, Microsoft Outlook Calendar
EMPLOYMENT TYPE Full-Time
DEPARTMENT / FUNCTIONAL AREA Administration
EXPERIENCE Years: 1
VACANCY Number: 1
#J-18808-Ljbffr