Casual Recreation Experience Expert - London Marriott Hotel County Hall

POSITION SUMMARY

Serve as a key resource for all recreation activities facilitated on the property. Provide information to guests about available recreation facilities, which may include pools, beach, entertainment zone/game-room, fitness center, and child activities center. Encourage, recruit, register, and schedule guests to participate in recreation activities. Promote a fun and relaxing atmosphere for guests. Promote the rules and regulations of the recreation facilities intended for the safety and welfare of guests and members. Observe activity in the recreational facility and respond appropriately in accordance with local operating procedure in the event of an emergency. Provide cashier services when working in facilities that include point of sales transactions. Assist when hosting private functions within the recreation facilities with group activities and events. Be aware of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager Provide assistance to injured guests until the arrival of emergency medical services. Clean and maintain recreational facilities, equipment and supplies.

Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Process payments for rental equipment, recreation activities, facility rentals, or retail sales. Perform other reasonable job duties as requested.

CRITICICAL TASKS

Guest Relations

• Welcome and acknowledge each and every 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.


• 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.


• 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.


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


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

Recreation Communication and Coordination

• Promote a fun and relaxing atmosphere for guests in all recreational activities and areas by expressing an upbeat and enthusiastic attitude.


• Provide information to guests about available recreation facilities, activities, lessons, and equipment.


• Encourage and recruit guests to participate in recreation activities.


• Register and schedule guests for activities by recording information using the appropriate method (e.g., write in registration book, enter into Concierge Assistant).

Recreation Facilities Safety

• Follow company policy and procedure for working with children (e.g., use of waiver forms).


• Observe activity in the recreational facility and respond appropriately in accordance with local operating procedure in the event of an emergency.


• Be aware of situations where guests are not able to safely participate in an activity and inform supervisor/manager.


• Provide assistance to injured guests until the arrival of emergency medical services.


• Promote the rules and regulations of the recreation facility (fitness center, pool/beach, entertainment zone, child activities center) intended for the safety and welfare of guests and members.


• Complete any certifications/training required by law or manufacturer to instruct guests/clients on the use of equipment.

Recreation Equipment and Supplies

• Clean and maintain recreational equipment and supplies.


• Process payments for rental equipment, recreation activities, facility rentals, or retail sales by applying charges to guest rooms or handling cash and credit card payments using appropriate system (e.g., Micros, PMS).


• Obtain required number of towels from Laundry based on expected daily needs, transport to work area, and fold and stack according to company procedures.

Recreation and Fitness Area Maintenance 

• Wash, mop, and clean the pool deck.

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.


• Provide assistance to coworkers, ensuring they understand their tasks.


• 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.


• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.


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


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


• Develop and maintain positive and productive working relationships with other employees and departments.

Policies and Procedures

• Protect the privacy of guests and coworkers.


• Follow company and department policies and procedures.


• Make certain that 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.


• Maintain confidentiality of proprietary materials and information.


• Perform other reasonable job duties as requested.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Safety

• Report work related accidents, or other injuries immediately upon occurrence to supervisor/manager.


• Follow company and department safety and security policies and procedures to promote a clean, safe, and secure environment.


• Maintain awareness of suspicious activity on property and report such activity to a supervisor/manager.


• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).


• Identify and correct unsafe work procedures or conditions and/or report them to management and Loss Prevention personnel.


• Complete appropriate safety training and certifications to perform work tasks.


• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.


• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

CRITICAL COMPETENCIES

Analytical Skills

• Learning

Interpersonal Skills

• Customer Service Orientation


• Diversity Relations


• Team Work


• Interpersonal Skills

Communications

• Communication


• Listening


• Telephone Etiquette Skills


• English Language Proficiency

Personal Attributes

• Dependability


• Presentation


• Safety Orientation


• Integrity


• Positive Demeanor


• Adaptability/Flexibility


• Initiative

Certifications/Training

• Recreation Equipment


• CPR Certification


• First Aid Certification


• Any certification/training required by local/state agencies

Organization

• Multi-Tasking 

Personal Attributes

• Generating Enthusiasm

PREFERRED QUALIFICATIONS

Education: Higher Education, Diploma or equivalent

Related Work Experience: No related work experience is required

Supervisory Experience: No supervisory experience is required