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Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $31.18 - $39.42
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Performance bonus
Career Development
Job Description
Marriott International is a globally renowned hospitality company that operates a diverse portfolio of hotels and lodging facilities across the world. Known for its commitment to quality, service excellence, and innovative hospitality, Marriott International provides guests with welcoming and memorable experiences. Among its brands is the JW Marriott, which is part of Marriott’s luxury portfolio featuring more than 100 properties located in gateway cities and distinctive resort destinations worldwide. JW Marriott is recognized for its luxurious settings and a work culture that prioritizes associate well-being, development, and inclusivity. At Marriott International, there is a strong commitment to diversity and equal... Show More
Job Requirements
- High school diploma or GED
- One year experience in guest services, front desk, or related professional area
- OR two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field
- Ability to lead and influence others
- Strong communication skills
- Ability to handle conflicts and complaints professionally
- Knowledge of front office operations
- Understanding of hotel financial objectives
- Ability to train and mentor staff
- Commitment to excellent customer service
- Availability to work full time
- Willingness to perform various front office duties as needed
Job Qualifications
- High school diploma or GED
- One year experience in guest services, front desk, or related professional area
- OR two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- Strong interpersonal and communication skills
- Leadership ability
- Ability to handle complaints and conflicts
- Knowledge of front office operations and guest service standards
- Understanding of financial goals and credit policies
- Ability to coach, mentor, and develop team members
- Effective problem-solving skills
- Proficiency with guest information tracking systems
- Ability to work in a fast-paced environment
- Commitment to outstanding customer service
Job Duties
- Utilizes interpersonal and communication skills to lead, influence, and encourage others
- advocates sound financial/business decision making
- demonstrates honesty/integrity
- leads by example
- Encourages and builds mutual trust, respect, and cooperation among team members
- Serves as a role model to demonstrate appropriate behaviors
- Understands employee positions well enough to perform duties in employees' absence
- Handles employee questions and concerns
- Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager
- Supports daily Front Desk shift operations
- Supports day-to-day operations, ensuring quality, standards and meeting customer expectations
- Develops specific goals and plans to prioritize, organize, and accomplish work
- Handles complaints, settles disputes, resolves grievances and conflicts or negotiates
- Participates in department meetings and communicates a clear message regarding Front Desk goals
- Strives to improve service performance
- Observes staffing levels to meet service, operational, and financial needs
- Supports training of staff on adherence to credit policies and procedures
- Supports same day selling procedures to maximize room revenue and occupancy
- Understands impact of Front Desk operations on property financial goals
- Provides services that exceed customer expectations for satisfaction and retention
- Communicates and assists individuals to understand guest needs
- Sets positive example for guest relations
- Encourages employees to provide excellent customer service
- Handles guest problems and complaints seeking supervisor assistance as needed
- Interacts with guests to obtain feedback on product quality and service
- Supports implementation of customer recognition/service programs
- Assists in reviewing guest satisfaction results
- Ensures employees have proper supplies and uniforms
- Uses guest information tracking systems for repeat guest recognition
- Identifies developmental needs and coaches team members
- Provides guidance, sets performance standards, and monitors performance
- Provides feedback based on service behaviors
- Participates in employee recognition programs and training
- Participates in employee performance appraisal process
- Provides information to supervisors, co-workers, and subordinates
- Analyzes and evaluates information to solve problems
- Keeps executives and team updated on relevant information
- Performs all Front Desk duties as necessary
- Understands functions of Bell Staff, Switchboard, and Concierge/Guest Services
- Complies with loss prevention policies and procedures
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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