Marriott Vacations Worldwide
FrontDeskClerk
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“Front Desk Clerk at Marriott Vacations Worldwide. Skills: Customer Service, Telephone Etiquette, Computer Skills. Report work related accidents. Follow safety and security policies”
Industry & Context.
Problem Solving; Decision-Making
Physical lifting
What They're Looking For.
Must Have
High School diploma/G.E.D. equivalent
Nice to Have
No related work experience required, No supervisory experience required
What You'll Do.
Report work related accidents
Follow safety and security policies
Maintain awareness of undesirable persons
Follow emergency situation procedures
Identify and correct unsafe conditions
Welcome and acknowledge each guest
Listen and respond positively to guests
Anticipate guests' service needs
Address guests' service needs
Thank guests with appreciation
Provide assistance to individuals with disabilities
Engage guests in conversation
Assist other associates
Answer telephones using etiquette
Speak to guests and co-workers clearly
Discuss work topics discreetly
Provide assistance to coworkers
Talk with and listen to associates
Exchange information using electronic devices
Support all coworkers
Handle sensitive issues with tact
Develop and maintain positive relationships
Partner with and assist others
Listen to and consider concerns
Comply with quality assurance standards
Reissue new room keys
Ensure rates match market codes
Secure valid form of payment
Process all guest check-ins
Verify guest identity
Process all check-outs
Resolve late and disputed charges
Request comments on guest's stay
Accommodate requests for room changes
Communicate guests waiting for rooms
Verify and adjust billing
Set up accurate accounts
Assign room according to preference
Ask for and enter Marriott Rewards information
Advise guest of messages
Keep track of room status changes
Clear departures in computer system
Coordinate with Housekeeping
Review requests for late check-outs
Approve late check-outs
Operate telephone switchboard station
Identify special requests
Check reports for accuracy
Print contingency lists
Maintain high standard of personal hygiene
Ensure cleanliness of entrance gate area
Understand resort fire and safety procedures
Follow procedure of alarm panel
Handle guest complaints professionally
Report unusual occurrences
Adhere to all company policies
Perform other duties as required
Wear name tag and uniform
Perform all tasks in a timely manner
Ensure all deadlines are met
Perform other related tasks
Comply with MVW policies
Have a flexible approach to work
Meet needs of department and business
Maintain attitude for excellent service
Respond sensitively to needs and feelings
Accept interpersonal differences
Maintain constructive rapport
Maintain working knowledge of Marriott product lines
Maintain computer systems knowledge
Work with MVW colleagues as a team
Support needs within team
Protect privacy and security of guests
and appearance are clean
Maintain confidentiality of proprietary materials
Follow company and department policies
Protect company tools
Perform other reasonable job duties
How You'll Work.
Team & Collaboration
Work with coworkers; Assist other associates; Work with MVW colleagues
Communication Scope
Telephone Etiquette Skills; English Language Proficiency; Communication; Applied Reading
Full Job Description
# CRITICAL TASKS ## **WORKING RELATIONSHIPS:** Reports to: Front Office Manager Interfaces: Customers, Suppliers, Heads of Departments, MVW Associates, outsource associates. ## ## Safety and Security * Reports work related accidents, or other injuries immediately upon occurrence to manager/supervisor. * Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. * Maintains awareness of undesirable persons on property premises. * Follows property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). * Identifies and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Guest Relations * Welcomes and acknowledges each 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 (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. * Anticipates 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. * Addresses guests' service needs in a professional, positive, and timely manner. * Thanks guests with genuine appreciation and provide a fond farewell. * Provides 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). * Engages guests in conversation regarding their stay, property services, and area attractions/offerings. * Assists other associates to ensure proper coverage and prompt guest service. ## Communication * Answers
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