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Job summary Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests and visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Count float at the beginning and end of shift. Balance and drop receipts according to accounting specifications. Scope / business context A full-time position based at Al Maha Desert Resort and Spa, The Luxury Collection. Number of direct reports - 2 Titles of direct reports – 2 Candidate profile Experience: Hotel experience is desirable but not essential. Previous experience working within a similar role in a 5-star environment preferred. Skills and knowledge: Strong communication skills (verbal, listening, writing). Innovative. Pro-active and reliable. Outgoing personality and outstanding guest service skills. Knowledge of local area, local attractions, entertainment, and landmarks. Knowledge of hotel room types, layouts, and features. Ability to use Opera, Micros & MARSHA system and other operating systems. Knowledge of Guest Response Tracking Software / GXP. Ability to work collaboratively with hotel service team in providing exceptional customer service. Excellent telephone etiquette. Strong problem-solving skills. Strong organization and working to deadline skills. Have a complete understanding of the Marriott Reward program. Specific duties The following are specific responsibilities and contributions critical to the successful performance of the position: Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures, and events. Have knowledge of hotel rates, packages, and discounts. Have knowledge about all guest rooms, features, and amenities plus all services offered by the hotel. Attend the shift briefing, daily 15 minutes training, and front office monthly meeting. Ensure a quick, efficient, and friendly check-in and departure of all guests, ensuring that their details are entered onto the computer correctly and efficiently to the brand standards. Arrange and coordinate the activities, tours, transfers, and special requests of guests and visitors to the resort, ensuring maximum comfort and convenience for the duration of their visit. Pass on all relevant information (including complaints) to the other departments in the operation. Ensure that guests receive services in a well-coordinated and timely manner. This includes additional information which may be relevant to developing and upgrading service, guest history records, management, and sales and marketing. Assign rooms, accommodating special requests whenever possible. Coordinate with housekeeping to track readiness of rooms for check-in and to report guest concerns. Review requests for late check-outs and approve according to occupancy. Operate telephone switchboard station to answer telephone calls. Manage all GXP functionalities and processes and ensure full usage of the same by all direct reports. Take room service orders over the phone, answer any questions regarding the menu, input orders into the appropriate system, up-sell, follow method of payment policies, read back the order to confirm its accuracy, and provide expected delivery time. Understand the correct reservation procedures and take any reservations if required. Be flexible according to business needs. Complete end-of-day activities including posting charges to accounts, running night audit backup, and rolling the date. Be fully aware of hotel credit policy and procedures and ensure adherence at all times. Be knowledgeable and promote the Marriott Rewards program. Keep yourself informed with all VIP arrivals. Be flexible in regard to work schedule. Strive to represent Marriott in the most professional manner at all times. Ensure that all guests are communicated with the credit policy and procedures upon check-in. Take initiative through empowerment to ensure complete guest satisfaction. Be fully aware of safety and emergency procedures. Handle mail and messages properly and on a confidential basis. Know how to follow all hospitality guidelines and daily service basics. Ensure that all guest problems are resolved by using the Guest Response Program. Assist fellow associates in their job to ensure that all tasks are done on time. Use your Opera and other systems passwords with discretion. Log off the terminal when leaving the area. Have knowledge about the city, the local area, and attractions to provide guests with all requested information. Report any unusual occurrences or requests to the manager or supervisor on duty. Be familiar with the AM, PM, and night checklist to ensure smooth daily operations. Ability to communicate with all managers, supervisors, and fellow associates. Be aware of the Marriott brand standards and follow them thoroughly. Ensure that daily banking procedures are followed and performed as per the standards. Ensure all guests are welcomed, met, and greeted, offered welcome drinks and/or cold towels (depending on brand), and escorted to the elevators and/or room according to the Marriott Welcome Experience. In joining Marriott 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. 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. The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler. From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, 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.