Marriott Jobs

Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24053361

Job Category Rooms & Guest Services Operations

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

In the capacity of Rooms Controller at the property, the incumbent adeptly balances various responsibilities. This encompasses overseeing reservations, managing check-ins/check-outs, and collaborating with Style to uphold elevated room standards. Serving as the key contact person between Welcome office, Style and Sales, Reservations. Ensuring seamless communication and coordination. Balancing operational intricacies and addressing special guest requests significantly contributes to maintaining the exceptional service and guest satisfaction.

CORE WORK ACTIVITIES

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Protect the privacy and security of guests and coworkers.

• 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 in accordance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Assist other talents to ensure proper coverage and prompt guest service.

• 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, 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.

• Welcome and acknowledge each 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.

• 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).

Communication

• 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.

• Speak to guests and co-workers using clear, appropriate and professional language.

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

• 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, avoiding public areas of the property.

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

• Serve as a departmental role model or mentor by working alongside talents to perform technical or functional job duties.

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.

• Handle sensitive issues with talent and/or guests with tact, respect, diplomacy, and confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Coordinate with Housekeeping to track readiness of rooms for check-in.

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

• Keep track of changes on room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

• Review and prepare for early check-in, express and late check-out requests from guests and provide guidance to the associates based on occupancy and arrival patterns.

• Liaise with Housekeeping to prepare showrooms for sales & marketing needs.

• Attend weekly meetings.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

• Actively use guest Voice to support front desk execution on guest experiences or anticipate challenges prior to guest arrivals.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.

• Enter and locate work-related information using computers and/or point of sale systems.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance.

Check-in/Check-out

• Assign room according to guest request and preferences whenever possible.

• Accommodate requests for room changes when possible.

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Style.

• Handle and manage “Queue” Rooms

• Pre-block rooms for all arrivals, with considerations of the estimated time of arrivals, personal guest preferences and stay history. Focus on Elite members and other VIP guest.

• Allocate room upgrades based on availability, balancing upsell opportunities with prioritization of preferred rooms/room types for Elite members.

• When needed answer, record, and process all guest calls, messages, requests, questions, or concerns in our whatever whenever department.

• Coordinate with Style to track readiness of rooms for check-in and to report guest concerns.

• Review out-of-order rooms daily to determine status and estimated date for return to room inventory.

• Review requests for late check-outs and approve according to occupancy.

• Ensure rates match market codes and that any exceptions are documented and include an explanation.

• Verify and adjust billing for guests.

• Pre-register designated guests and prepare key packets.

• Organize and coordinate check-in/pre-registration procedures for arriving groups.

• File guest paperwork or documentation.

• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).

• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.

• Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

• Clear departures in computer system to document that rooms are no longer occupied.

Reservations/Blocking Rooms

• Identify any over-commitments by room type (e.g., bedding, view, size).

• Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).

• Perform duplicate reservation checks.

• Confirm reservations and cancellations.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

• Maintain and update database containing preferences of repeat and VIP guests.

Guest Services

• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

• 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.

CANDIDATE PROFILE

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

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.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W 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.