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About the Role

Process guest check-ins, manage accounts, handle payments, and provide exceptional guest service. Assist management with training, employee relations, and operational efficiency. Ensure a safe, secure, and welcoming environment for all guests and staff.

Responsibilities

• Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key.
• Set up accurate accounts for each guest according to their requirements.
• Enter Marriott Rewards information.
• Ensure rates match market codes and document exceptions.
• Secure payment prior to issuing room key and verify/adjust billing.
• Compile and review daily reports/logs/contingency lists.
• Complete cashier and closing reports.
• Supply guests with directions and property information.
• Accommodate guest requests and contact appropriate staff if necessary.
• Follow up to ensure requests have been met.
• Process all payment types, vouchers, paid-outs, and charges.
• Balance and drop receipts.
• Count and secure bank at beginning and end of shift.
• Obtain manual authorizations and follow all Accounting procedures.
• Notify Loss Prevention/Security of any guest reports of theft.
• Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships.
• Support team to reach common goals.
• Listen and respond appropriately to employee concerns.
• Follow company policies and procedures.
• Report accidents, injuries, and unsafe work conditions to manager.
• Complete safety training and certifications.
• Ensure personal appearance is clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Welcome and acknowledge guests.
• Anticipate and address guests’ service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Speak using clear and professional language.
• Prepare and review written documents accurately and completely.
• Answer telephones using appropriate etiquette.
• Ensure adherence to quality standards.
• Enter and locate information using computers/POS systems.
• 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.
• Follow property specific procedures for handling emergency situations.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.
• Follow company and department safety and security policies and procedures.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• 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.
• Protect company tools, equipment, machines, or other assets.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• 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.
• 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.
• Provide assistance to individuals with disabilities.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly.
• Prepare and review written documents, including proofreading and editing written information.
• Exchange information with other employees using electronic devices.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served.
• Coach and develop employees.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees.
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Collaborate with management to formally recognize hourly employees' performance contributions.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Enter and locate work-related information using computers and/or point of sale systems.
• Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key.
• Secure valid form of payment prior to issuing room key.
• Advise guest of any messages received for them, and send to room if required.
• Activate room keys using electronic key machine and reissue new room keys to guests as necessary.
• Accommodate requests for room changes when possible.
• Assign room according to guest request and preferences whenever possible.
• File guest paperwork or documentation.
• Ask for and enter Marriott Rewards information when taking reservation or checking guest in.
• Sell a room/accommodation to guests without reservations based on availability.
• Instruct guests on how to access the internet.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Print contingency lists to have a record of all guests in case of emergency.
• Run daily reports, identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Balance and drop receipts according to Accounting specifications.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Notify Loss Prevention/Security of any guest reports of theft.

Requirements

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.

Skills

• Problem Solving
• Decision-Making
• Computer Skills
• Learning
• Arithmetic Computation
• Customer Service Orientation
• Diversity Relations
• Team Work
• Interpersonal Skills
• Influence
• Negotiating
• Listening
• Communication
• Writing
• Telephone Etiquette Skills
• English Language Proficiency
• Applied Reading
• Form, Report, and Log Completion
• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Stress Tolerance
• Adaptability/Flexibility
• Initiative
• Safety Orientation
• Self Development
• Innovation
• Multi-Tasking
• Time Management
• Detail Orientation
• Planning and Organizing
• Resolving Conflict
• Team Building
• Coaching and Developing
• Performance Management
• Delegating and Directing

Experience Level

• 1 year of related work experience
• 1 year of supervisory experience

Education Level

• High school diploma or G.E.D. equivalent

About the Company

• At Aloft, we aren’t your typical hotel—but we aren’t too cool for school either.
• We’re here to be our guests’ launching and landing pad.
• Whether they are taking their dog for a walk and coming back for a drink, wrapping up a day of meetings with coworkers, or they’re in town to see family, friends, or their favorite band, we offer a hub for connection to others and the area around them, with modern design and personality to boot.
• We’re looking for confident self-expressers who aren’t afraid to draw outside the lines.
• If you are someone who gets excited about the possibilities to connect with others, then Aloft Hotels is the place for you.
• In joining Aloft Hotels, you join a portfolio of brands with Marriott International.
• Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

• 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 celebrated.
• Our 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.