1. Staff Management
a. Hold a pre-shift meeting with associate prior to reporting to stations.
b. Be prepared for each daily activity and review any variations with manager and associate.
c. Ensure all associates are aware of role and responsibilities and operate within their guidelines.
d. Communicate daily with manager and MOD to assure consistency and pass-on of pertinent information.
e. Consistently document variations in associates performance and counseling in such cases.
f. Ensure associate is properly groomed and uniformed at all times.
g. Ensure department cleanliness is maintained at all times.
h. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.
i. Maintain efficiency in the operation of the associate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
j. Maintain close control and inventory of uniforms, supplies and equipment on hand.
k. Prepare and post weekly schedules in accordance to guest needs and associate availability.
l. Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
m. Maintain a complete and accurate set of logs （pass-on, management roaster, emergency procedures, etc）
n. Maintain a good working relationship between the associate and other departments.
o. Determine the requirements for, and the follow-up on, special groups or VIPs.
p. Prepare and submit accident or injury reports when needed.

q. Constantly stress to the associate that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to use when assisting guests.
r. Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.
s. Able to supervise the associate and handle any associate situation.
t. Establish effective communication with associates to gain their trust and respect.
u. Maintain fair and consistent counseling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.
2. Train
a.  Ensure all associates are safety conscious and trained in safe work practices.
b. Implement an effective training program for new and current associates using records, menus and appropriate reference manuals.
c. Encourage problems solving by associates through proper training and empowerment.
d. Implement proper training program and control the training of the associate to top efficiency and in accordance with Marriott policies.
e. Provide job descriptions and an updated training manual.
f. Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.
g. Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc.
h. Facilitate departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.
i. Follow up regularly with Department Heads regarding the Guest Service process and the performance of their department responsibilities along with the department’s function.
3. Administrative
a. Attend and assist with monthly department meetings.
b. Ensure all guest incident forms and logs are completely filled out and maintained. If computer tracking is used, monitor this recording also..
c. Properly handle all administrative work with regard to performance appraisals and terminations of associate. Assist the Department Manager in interviewing and hiring.