Front Office
Bellperson: The Bell person helps with the check-in/check-out process and has to accommodate guests during their stay in a pleasant and efficient manner. The Bell person is responsible for welcoming the guests, taking care of their luggage and other immediate needs, carrying the luggage to the assigned rooms and ensuring that the guest is properly settled in the room, according to standards.
Doorperson: The door person’s main function is to welcome the Marriott guests in a pleasant and helpful manner and provide assistance into and out of the property as necessary. The door person has to maintain complete control of the front entrance area, unload cars and give the guests directions.
Vacation Planner (Concierge): The Vacation Planner is expected to provide all the quests with information and reservations prior to, during and after their stay about services in and around the property to maximize guest satisfaction and the hotel revenue. The Vacation Planner is responsible for all the incoming and outgoing phone calls, faxes and emails. The vacation planner has to provide all guests with information prior to, during and after their stay. He/she has to provide the guests with courteous service to build and maintain a positive relationship.
Front Desk Agent: The Front Desk Agent represents the hotel and must maintain a welcoming attitude and welcome all service questions and requests of the guests. The Front Desk Agent is responsible for the prompt, efficient and courteous check-in and checkout of guests and for meeting many other guests’ needs during their stay. The Front Desk Agent is responsible for the collection of money for services during a guest’s stay as well.
Front Desk Rooms Controller: The Rooms Controller is expected to assign rooms to arriving guests according to their reservation request and expectations.
The Rooms Controller’s main responsibility is to pre-block rooms for Marquis Members, VIP’s, arriving guests and groups according to the requests, height of membership and arrival time.
Bell Captain: The Bell Captain oversees the daily operation of the bell stand including the main entrance and the lobby area. The bell captain ensures that every guest gets assistance with checking in/out by a bell person. The bell captain is expected to handle guest’s disputes and/or lost luggage arrangements, interacting with in-house group representatives, ensuring timely luggage and amenity deliveries and proper scheduling of bell persons during mass group check in or check out.
Vacation Planning Coordinator: The Vacation Planner is expected to provide all the quests with information and reservations prior to, during and after their stay about services in and around the property to maximize guest satisfaction and the hotel revenue. Main objective is to drive customer satisfaction, loyalty and intent to return of our guests. Responsible for developing and maintaining relationships prior to, during and post guest stay. Responsible for the initial contact with our guests and proper follow-up prior to and during the guest stay. Responsible for monitoring and tracking results of service usage.
Front Desk Supervisor: The main function of the Front Desk Supervisor is to supervise all the operational activities at the Front Desk in order to ensure quality guest satisfaction and operational efficiency. The Front Desk Supervisor has to assist in creating an atmosphere that facilitates communication and teamwork at the Front Desk.
Vacation Planning (Concierge) Supervisor: The Vacation Planning Supervisor is expected to supervise the daily functions of the Vacation Planning Department (Pre-Arrival, Vacation Planning, Bellstaff). Main objective is to build and maintain a relationship with our guests prior to, during and after guest’s stay by providing information and services in a courteous and friendly manner. The Vacation Planning Supervisor has to ensure that the initial contact with the guests and proper follow up prior to and during the guest’s stay happens. He/she also has to monitor and track the results of service usage.
Assistant Front Desk Manager: Entry level management position that focuses on supporting the day to day activities of Front Desk operations and supervision of related Front Office areas including Bell Staff, Switchboard and Concierge/Guest Services. Position directs and works with associates to carry out guest arrival and departure procedures. Strives to ensure guest and associate satisfaction and achieve the operating budget.
Front Desk Manager: Responsible for Front Desk daily operations and supervision of related Front Office areas including Bell Staff, Switchboard and Concierge/Guest Services. Position directs and works with associates to carry out guest arrival and departure procedures. Strives to ensure guest and associate satisfaction and achieve the operating budget.
Assistant Front Office Manager: Assists the Front Office Manager in administering Front Office functions and supervising staff on a daily basis. Although primary responsibility is Front Desk operations, also oversees Bell Staff, Switchboard Operations, and Concierge/Guest Services. Position directs and works with managers and associates to carry out guest arrival and departure procedures, while ensuring guest and associate satisfaction and maximizing the financial performance of the department. As an assistant department head, uses leadership skills to manage other managers.
Front Office Manager: Manages front office functions and staff on a daily basis. Areas of responsibility include Front Desk, Bell Staff, Switchboard Operations, Concierge/Guest Services and Gift Shop Retail Services, as applicable. As a department head, directs and works with managers and associates to successfully execute all front office operations including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
Director, Rooms Operations: Functions as the Strategic Business Leader of the hotels’ Rooms Operations. Areas of responsibility include Front Office, Business Center, Recreation/Fitness Center and Housekeeping. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms Operations meets the brand’s target customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department. As a member of the executive committee develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and associates and provide a return on investment to the owner and Marriott International.
At Your Service
At Your Service Runner: Provide and maintain, sincere courteous and knowledgeable service to all Marriott guests projecting warmth through a friendly and enthusiastic attitude and performing in a manner that says “welcome” to each and every guest you encounter! Greet, smile and serve! The AYS runner is responsible for handling and recording all deliveries for the At your Service Department. The runner is also the one who picks up the items the guest requested and takes care of stocking supplies to standard levels. The runner must always be available to perform reasonable tasks from agents, supervisors and managers that assist with the satisfaction of the hotel. Additionally, the runner should have good general knowledge of hotel services and its property.
At Your Service Agent: Provide and maintain, sincere courteous and knowledgeable service to all Marriott guest projecting warmth through a friendly and enthusiastic attitude and performing in a manner hat says “welcome” to each and every guest you encounter! Greet, Smile and Serve! The At Your Service Agent serves as the main point of contact for all guest requests and needs. The agent is responsible for answering phone calls in order to record the requests of guests and then follow up the issue to ensure the guest is satisfied with the service requested. The agent must always exhibit courteous hospitality at all times and fully own each guest issue.
At Your Service Supervisor: The ‘At Your Service’ Supervisor has to coordinate daily operational tasks on a shift basis for the ‘At your Service’ Department. He/she has to direct and coordinate associates to work together as a team presenting themselves as professional, aggressively hospitable and well informed Guest Service staff. Greet, Smile and Serve! The Supervisor is responsible for training, motivating and managing the AYS staff, keeping guest hospitality as the number one focus. The supervisor has to ensure that each associate has sufficient resources to perform their job well and constantly seek to improve the methods to meet the guest’s needs. He/she has to coordinate the shift operations in accordance to the corporate and
LSOP’s.
At Your Service Manager: The ‘At your Service’ manager is completely responsible for the AYS department operations, making sure that the highest levels of guest service are maintained, while ensuring the efficient and effective operation of the AYS department. Assist in creating an atmosphere that facilitates communication and team work at the AYS department and throughout the entire Front Office. The AYS manager has to provide direction and energetic leadership for the AYS Department. Overview of responsibilities include training, motivating and managing AYS associates ensuring the primary focus is our guests. The AYS manager must ensure that all the associates on the department have the tools and recourses to carry out their function. He/she should constantly strive to improve the ways in which we can enhance guest experience. The AYS manager should
ensure that the operation is being run in line with corporate and local SOP’s. He/she should instill a strong sense of teamwork in the group and direct them to present themselves as professional,
aggressive and well trained/informed guest service staff.
Reservations
Reservation Agent: The Reservations Agent is responsible for all the incoming reservations from the guests in a courteous and efficient manner. To handle all reservation administrative tasks; to balance the needs of the guest with the needs of the hotel to maximize guest satisfaction as well as hotel room revenue.
Reservations Group Coordinator: The Reservations Group Coordinator is responsible for prompt and courteous booking of group reservations, and proper handling of cancellations with maximum occupancy and revenue as the key outcomes. The main function from the Reservations Group Coordinator is to interact with the Events & Sales Department to process group rooming lists. Enter and monitor group blocks and input the rooming list in MARSHA and PMS to ensure every group reservation is accurate and up to date.
Reservations Supervisor: The Reservations Supervisor has to oversee and supervise all the operational activities on the Reservations department and has to balance the needs of the guests with the needs of the hotel to maximize guest satisfaction as well as hotel room revenue. The Supervisor has to assist in creating an atmosphere that facilitates communication and teamwork in the department.
The Reservations Supervisor is expected to assist the Reservations Manager for the day to day Reservations Operations and champions the group reservations for the hotel.
Sales/Public Relations Coordinator: The Sales/Public Relations Coordinator supports the P.R. Manager and Sales Manager in all duties concerning Marketing Communication, Public Relations, Sales and communication inside and outside the Resort property.
Housekeeping
Room Attendant (Housekeeper)-(inc. Linen Room): The Room Attendant has to provide quality and high cleanliness throughout the hotel, while conveying a friendly, cheerful attitude with gracious hospitality in dealing with guests and associates. The Room Attendant is responsible for maintaining an overall look of cleanliness throughout the hotel while practicing the philosophy of greet, smile and serve at all times with external and internal guests. The duties can include cleaning rooms, public areas and/or employees’ areas.
Housekeeping Houseperson: The House Person is responsible for maintaining an overall look cleanliness throughout the hotel. The duties include cleaning public rooms and employees’ areas while practicing the philosophy of greet, smile and serve at all times with external and internal guests. The House Person is responsible for insuring that floors, carpets and other public areas are clean and well maintained, on a regular basis as well as an as-needed basis. The House Person collects laundry and removes trash as well.
Housekeeping Administration Clerk: Processing, controlling and dividing all administrative tasks related to the Housekeeping department by practicing the philosophy of greet, smile and serve at all times with external and internal guests. The administrative assistant also assists the Director and the manager. The Administrative Assistant is handling all the incoming administration concerning associates, benefits, new hires, schedules etc. He/she keeps track of the payroll hours, prepares monthly meetings and is responsible for all the AFAS work. He/she must be available to do other reasonable tasks by management which he/she is capable of performing.
Hskp./Banquet Linen Room Coordinator: The Housekeeping/Banquet Linen Room Attendant is in charge of the daily cleaning operations on the Banquet department. The attendant should convey a friendly, cheerful attitude with emphasis on gracious hospitality in dealing with guests and associates. The Housekeeping / Banquet Linen Room Attendant has to ensure the quality of service, standard of cleanliness and sanitation and the proper control/accounting of revenue generating facilities.
Housekeeping Supervisor: The Housekeeping Supervisor is responsible for administering and co-ordinating housekeeping functions in assigned sections while practicing the philosophy of greet, smile and serve at all times with external and internal guests. He/she is also responsible for assuming all housekeeping managerial functions in absence the manager. The Housekeeping Supervisor is expected to maintain an overall clean and safe hotel for the guests and the associates. The Supervisor needs to establish and maintain quality control and utilize the proper equipment and supplies for the efficient and economical operation of the hotel.
Assistant Housekeeping Manager: Entry level management position that focuses on supporting the day to day activities in Housekeeping, Recreation Facilities and Laundry, if applicable. Position directs and works with associates to clean and maintain guestrooms and public space. Position assists in ensuring guest and associate satisfaction is achieved while maintaining the operating budget.
Housekeeping Manager: Is responsible for the daily shift operations of Housekeeping, Recreation Facilities and, if applicable, Laundry. Directs and works with associates to ensure hotel guestrooms, public space and associate areas are clean and well maintained. Position assists in ensuring guest and associate satisfaction is achieved while maintaining the operating budget.
Director of Services: Manages housekeeping functions and staff to ensure hotel guest rooms, public space and associate areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation Facilities and, if applicable, Laundry Operations. As a department head, directs and works with housekeeping management team and associates to successfully execute all housekeeping operations; strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
Loss Prevention
Loss Prevention Officer: Make continuous patrols of the hotel and surrounding properties to insure the security of the hotel as well as the safety of the guests and associates.
Loss Prevention Driver: The Driver is responsible for delivering and picking up all kinds of errands from/to the hotel to/from external destinations. He/she also provides the guests and associates with safe and reliable transportation, in a well maintained, clean and safe vehicle. The Driver has to maintain compliance with the Aruba traffic rules and regulations. The Driver has to deliver mail to companies, check at Accounting, Human Resource and the Executive Office for mail/errands to deliver. He/she has to bring pay bills to the bank and is responsible for bringing and picking up VIP’s, guests and associates. The Driver also has to check and clean the vehicle and carry out all reasonable requests by management which he/she is capable of performing.
Casino Compliance Agent: To safeguard all the company assets mainly in the casino, be part of the physical transportation of hopper fills, jackpot payouts, table fills and credit. The Compliance Agent has to be available also to assist the count team when needed. The Casino Compliance Agent is responsible for safeguarding the company assets at all times, verifies the count during the count and has to maintain the Marriott rules and regulations in and around the casino for guests and associates.
Casino Compliance Supervisor: The Casino Compliance Supervisor is expected to be accountable for supervising the compliance agents engaged in protecting company assets, guests and associates. The Casino Compliance Supervisor is responsible for safeguarding the company which includes chips, documents, equipment, property keys and cash. The supervisor has to coordinate the physical transportation of hopper fills, jackpot payouts, table fills and credit. He/she has to supervise and witness the hard count and acts as verifier at soft count if necessary.
Loss Prevention Supervisor: The Loss Prevention Supervisor has to coordinate daily operational tasks on a shift basis for the Loss Prevention Department. He/she has to handle effectively in security and safety related situations which arise on their shift, always keeping the best interest of the hotel in mind. He/she has to direct and coordinate associates also to work together as a team and effectively control the Loss Prevention Department in the absence of the Director and the manager. The Loss Prevention Supervisor is coordinating, training and motivating the staff. He/she is responsible for the activities in his/her shift like reports and incidents, patrolling, dispatching, the activity log and all the other Loss Prevention activities on shift.
Casino Surveillance Agent: Observing all the activities in the casino, the count rooms, coin room, table games, bar lounge, slot booth, cashiers, cage vault and any other area related. The Surveillance Agent documents and reports any illegal, suspicious or unusual activity and operates the equipment (DVD recording machines, cameras etc) to conduct surveillance in all the areas.
Loss Prevention Manager: The LP manager manages the day-to-day operations of the Loss Prevention office. This includes managing guest & associate incidents and accidents and proper follow up. The LP manager carries out responsibilities in the following functional areas: departmental development, HR related tasks such as evaluations, recruitment and vacation planning, training and development, Kronos, manangement of tools needed such as Onity system, CCTV, hard keys locks, contact with all departments regarding requisitions, and supervision of supervisors.
Assistant Director, Loss Prevention: Assists the Director of Loss Prevention in managing functions and staff on a daily basis to ensure protection of hotel assets, associates, patrons and property. Assists in the development and implementation of accident and fire prevention procedures. As an assistant department head, directs and works with managers and associates to successfully execute all Loss Prevention operations. Position focuses on ensuring guest and associate satisfaction and achieving the operating budget.
Director of Loss Prevention & Safety: Manages Loss Prevention operations and staff on a daily basis. Areas of responsibility include protection of hotel assets, protection of associates, patrons and property; accident and fire prevention. Ensures that all areas of the hotel are safe and secure. As a department head, directs and works with managers and associates to successfully execute all Loss Prevention operations; strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
Recreation
Recreation Attendant: The Recreation Attendant is expected to provide service to guests requiring a beach- or pool chair and/or huts, while maintaining the pool and beach area clean and attractive. The Recreation Attendant is responsible for the timely and proper cleaning of the pool and beach areas on a daily basis and has to provide excellent service to the guests.
Health Club/Towel Hut Attendant: The Health Club / Towel Hut Attendant is expected to work as a health club attendant and as a towel hut attendant. As business demands, the attendant has to be available to perform other duties. The Attendant works closely with the Recreation & Activities staff. He/she is responsible for managing and controlling the towel and huts issues and follows the procedures of the hut, palapas and towels. He/she is also expected to manage and control all the equipment in the health club.
Activities Attendant: The Activities Attendant is expected to coordinate all the activities for the guests. He/she has to promote all the activities around the pool and beach and gives the guests information about the daily activities. The Activities Attendant is responsible for planning, preparing and implementing the guest activity program to ensure that is meets the guest’s expectation.
Aerobics Instructor: The Aerobics Instructor is expected to give aerobic classes and instructs guests in the health club. The Aerobics Instructor is responsible for giving aerobic classes and giving effective instructions to the guests. He/she has to ensure that the program in class fits the guest’s requirements and has to pay full attention to the safety of our guests.
Kid's Club Attendant: The Kid’s Club Attendant is expected to coordinate and manage all the activities for kids at the kids room who attend the program. The Kid’s Club Attendant is responsible for planning and implementing activities for the kids program on a monthly basis. The Kid’s Club Attendant is accountable for the entertainment and wellness of the kids while attending the program. He/she works closely with the recreation & activities staff and helps them when needed.
Recreation Supervisor: The Recreation Supervisor is expected to supervise all areas of the Recreation department assigned while providing excellent guest service and ensuring that all associates are satisfied with the operations. The Recreation Supervisor is responsible for overseeing the recreation staff performance, all recreation facilities and activities programs, area and equipment maintenance, sanitation practices for giving outstanding service to the guests.
Gift Shop
Gift Shop Attendant: The Gift Shop Attendant is expected to assist the quests with their purchases in the Gift Shop and with all their special individual requests for services and information to maximize guest satisfaction and the hotel revenue. The Gift Shop Attendant is responsible for assisting, advising, helping the quests with their purchases and handling all the cashiering tasks during the shift. The Gift Shop attendant has to be familiar with resort’s amenities, outlets and services to provide and maintain courteous and knowledgeable service to all Marriott guests. He/she has to stock/ restock continually and is also expected to assist the supervisor and the manager in the daily operation of the shop.
Gift Shop Supervisor: The Gift Shop Supervisor is expected to coordinate the daily operations in the Gift Shop as well as supervising the staff. The supervisor has to maintain shop’s visual and operational standards and has to maximize guest satisfaction as well as hotel revenue by assisting guests with their purchases. The Gift Shop Supervisor has to supervise all the daily activities on the department, he/she has to ensure profitability of the shop by maintaining merchandise inventories under control, maintaining data software updated to synchronize with Micros and assisting the manager and assume all responsibilities on his/her absence.
Assistant Gift Shop Manager: Responsible for the management of a single retail outlet within a hotel. Establishes the merchandise and sales plans for the store, coordinates buying and pricing efforts for appropriate retail categories in conjunction with Corporate Retail Services, oversees the development of product and physical layout of the store and helps establish retail goals for the property. Position works with managers and associates to successfully execute retail operations; continually improve guest and associate satisfaction; and maximize the financial performance of the department.
