Guest Services Associate I at Sheraton Hotels and Resorts – Marriott International

Marriott International is a leading global Lodging company based in Bethesda, Maryland, USA, with more than 4,100 properties in 79 countries and reported revenues of nearly $14 billion in fiscal year 2014. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott.

Marriott has more than 361,000 people working worldwide at managed or franchised properties and corporate offices. Marriott has been consistently recognized as a top employer and for its superior business ethics. The company also manages the award-winning guest loyalty program, Marriott Rewards® and The Ritz-Carlton Rewards® program, which together surpass 49M members.

We are recruiting to fill the position below:

Job Title: Guest Services Associate I

Job Number: 21033053
Location: Sheraton Lagos Hotel, 30 Mobolaji Bank Anthony Way, Lagos
Job Category: Rooms & Guest Services Operations
Brand: Sheraton Hotels & Resorts
Schedule: Full-Time
Position Type: Non-Management

Summary
At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

Position Summary

Process all guest check-ins, check-outs, room assignments, and room change / late check-out requests
Secure payment; activate / reissue room keys
Ensure rates match market codes, document exceptions
Verify / adjust billing for guests
Communicate to appropriate staff when guests are waiting for an available room and advise guest of messages
Clear departures in computer system
Coordinate with Housekeeping to track room status and guest concerns
File guest paperwork or documentation
Operate telephone switchboard station
Run and check daily reports, contingency lists, and credit card authorization reports
Supply guests with directions and information
Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction
Arrange transportation for guests / visitors
Count and secure bank at beginning and end of shift
Cash-guests’ checks, process all payment types, vouchers, paid-outs, charges, and provide change
Notify Loss Prevention / Security of any reports of theft
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager
Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets
Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation
Speak using clear and professional language; answer telephones using appropriate etiquette
Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees
Comply with quality assurance 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.