Safety and Security
§ Report 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.
§ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
§ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
§ Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
§ Complete appropriate safety training and certifications to perform work tasks.
§ Maintain awareness of undesirable persons on property premises.
§ Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Policies and Procedures
§ Follow company and department policies and procedures.
§ 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 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 employees to ensure proper coverage and prompt guest service.
§ 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.
§ 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.
§ Thank guests with genuine appreciation and provide a fond farewell.
§ 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
§ Speak to guests and co-workers using clear, appropriate and professional language.
§ Provide assistance to coworkers, ensuring they understand their tasks.
§ Talk with and listen to other employees to effectively exchange information.
§ 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.
Job Details
| Date Posted: | 2013-02-05 |
| Job Location: | Jordan |
| Job Role: | Support Services |
| Company Industry: | Hospitality/Tourism/Travel |
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