Job Number 21143196
Job Category Rooms & Guest Services Operations
Location Sheraton Cebu Mactan Resort, Punta Engano Road, Cebu, Cebu, Philippines
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Notify Loss Prevention/Security of any guest reports of theft.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. 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.
CRITICAL TASKS
Safety and Security
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Maintain awareness of undesirable persons on property premises.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
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).
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) 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.
Address guests' service needs in a professional, positive, and timely manner.
Thank guests with genuine appreciation and provide a fond farewell.
Assist other employees to ensure proper coverage and prompt guest service.
Communication
Speak to guests and co-workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' 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.
Provide assistance to coworkers, ensuring they understand their tasks.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Assists Management
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.
Assist management in preparing work schedules of hourly employees.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Working with Others
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.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Monitor the performance of others to ensure adherence to quality expectations and standards.
Physical Tasks
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Greet/Escort Guests
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Guest Services
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Receive, record, and relay messages accurately, completely, and legibly.
Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
VIP/Concierge Services
Respond to special requests from guests/residents with unique needs.
Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Maintenance/Security
Notify Loss Prevention/Security of any guest reports of theft.
CRITICAL COMPETENCIES
Analytical Skills
Learning
Decision-Making
Computer Skills
Problem Solving
Interpersonal Skills
Customer Service Orientation
Interpersonal Skills
Team Work
Diversity Relations
Communications
Communication
Listening
Telephone Etiquette Skills
English Language Proficiency
Applied Reading
Electronic Communication
Writing
Personal Attributes
Positive Demeanor
Presentation
Dependability
Stress Tolerance
Integrity
Adaptability/Flexibility
Initiative
Organization
Multi-Tasking
Detail Orientation
Time Management
Planning and Organizing
Assists Management
Resolving Conflict
PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
At least 1 year of related work experience
Supervisory Experience
At least 1 year of supervisory experience
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.
Sheraton
Job Category Rooms & Guest Services Operations
Location Sheraton Cebu Mactan Resort, Punta Engano Road, Cebu, Cebu, Philippines
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Notify Loss Prevention/Security of any guest reports of theft.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. 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.
CRITICAL TASKS
Safety and Security
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Maintain awareness of undesirable persons on property premises.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
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).
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) 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.
Address guests' service needs in a professional, positive, and timely manner.
Thank guests with genuine appreciation and provide a fond farewell.
Assist other employees to ensure proper coverage and prompt guest service.
Communication
Speak to guests and co-workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' 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.
Provide assistance to coworkers, ensuring they understand their tasks.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Assists Management
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.
Assist management in preparing work schedules of hourly employees.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Working with Others
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.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Monitor the performance of others to ensure adherence to quality expectations and standards.
Physical Tasks
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Greet/Escort Guests
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Guest Services
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Receive, record, and relay messages accurately, completely, and legibly.
Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
VIP/Concierge Services
Respond to special requests from guests/residents with unique needs.
Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Maintenance/Security
Notify Loss Prevention/Security of any guest reports of theft.
CRITICAL COMPETENCIES
Analytical Skills
Learning
Decision-Making
Computer Skills
Problem Solving
Interpersonal Skills
Customer Service Orientation
Interpersonal Skills
Team Work
Diversity Relations
Communications
Communication
Listening
Telephone Etiquette Skills
English Language Proficiency
Applied Reading
Electronic Communication
Writing
Personal Attributes
Positive Demeanor
Presentation
Dependability
Stress Tolerance
Integrity
Adaptability/Flexibility
Initiative
Organization
Multi-Tasking
Detail Orientation
Time Management
Planning and Organizing
Assists Management
Resolving Conflict
PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
At least 1 year of related work experience
Supervisory Experience
At least 1 year of supervisory experience
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.
Sheraton
Other Info
Cebu
Permanent
Full-time
Permanent
Full-time
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About the company
Sheraton jobs
Malate, Metro Manila