Job Information
Marriott Butler, Paiza Grand in Macau, China
Job Number 24105188
Job Category Housekeeping & Laundry
Location Sheraton Grand Macao, The Londoner Macao, Macau, China, China
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.,tea and coffee, pressing, laundry, dry cleaning, transportation, reservations) 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., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications
CRITICAL TASKS
Guest Relations
Address guests' service needs in a professional, positive, and timely manner.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
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.
Thank guests with genuine appreciation and provide a fond farewell.
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.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
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).
Assist other employees to ensure proper coverage and prompt guest service.
Be an ambassador of the hotel, creating a memorable experience for our Marriott Bonvoy guests and providing a positive presence in the hotel lobby for our hotel guests and day visitors.
General Butler Services tasks
Tea and coffee service as per St. Regis standards.
Pressing, Shoe shine, Rooming, Packing and Unpacking services.
Well-informed with surrounding restaurants, shops events and things to do in the city.
Communicate with guests, other employees, or departments to ensure guest needs are met.
Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
Comply with quality assurance expectations and standards.
Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
Communication
Speak to guests and co-workers using clear, appropriate and professional language.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
PREFERRED QUALIFICATIONS
Education: High school, diploma in hotel management or equivalent educational qualification (Graduate of renowned hospitality institutions preferred).
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: No supervisory experience is required
License or Certification: None
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 invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, 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.