JW Marriott Houston Downtown – Front Desk Rotation

Front Desk Rotation Intern/ Trainee: | As a Front Desk Intern/Trainee, you will play a key role in delivering a warm, professional, and efficient welcome experience for our guests. This position offers a comprehensive introduction to front office operations and provides exposure to a range of hospitality functions, preparing you for a future career in hotel management. You will rotate through various front desk tasks, focusing on both guest service and operational skills | – Gain insight into the hotel’s operations, organizational structure, and customer demographics. | – Learn about the property’s layout, room categories, amenities, and internal communication systems. | – Understand the values and mission that drive our service culture. | Guest Experience & Service Standards: | – Learn the importance of the arrival and departure process in shaping the guest journey. | – Master Marriott’s “Hop to It” attitude and service recovery techniques such as the “Double Scoop” approach. | – Build knowledge of the local area, including major | Communication & Conflict Resolution. Participate in BASE: Brand and Service Excellence training to enhance problem-solving and service recovery through role-playing. | Apply the LEARN method: | Listen, Empathize, Apologize, Recover, Notify. | – Practice professionalism, effective body language, and respectful communication in a culturally diverse environment. | Operational Skills & Decision-Making: | – Learn proper cash handling procedures and various payment methods. | – Develop organizational and analytical skills by reviewing daily accounting reports and reconciling room and revenue data. | – Gain experience in handling room assignment decisions, emergency procedures, and operational problem-solving.