Job description

POSITION SUMMARY
Assist in monitoring/tracking employee relations issues including resolution and follow-up. Assist and support management and the leadership team with handling and resolving Human Resources issues. Monitor all hiring and recruitment processes for compliance with all local, state, and federal laws and company policies and standards. Inform Human Resources management of issues related to employee relations. Respond to questions, requests, and concerns from employees and management regarding company and Human Resources programs, policies and guidelines. Disseminate information to employees related to employer-employee relations, employee activities, and personnel policies and programs. Review and ensure accurate maintenance of all employee records and files (e.g., interview documents, I-9's). Assist in logistics, administration, and scheduling of annual employee surveys. Answer phone calls and record messages. 
Conduct stand-up training to groups of employees. Assist with orientation of new employees. Assist in training hiring managers and interviewers on all interview and selection policies and procedures. Schedule and coordinate applicant interviews with appropriate hiring manager and/or interviewer. Conduct applicant interviews for hourly and management positions. Ensure company grooming standards are communicated effectively to all new employees. Conduct new hire orientation training including completing all new hire paperwork. Assist with design and development of training programs. Develop training aids and multi-media tools to present training material. Order and manage inventory of training materials and supplies. Prepare for training classes (e.g., materials, setup classes, breakdown classes). 
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Maintain confidentiality of proprietary information. Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Enter and locate work-related information using computers and/or point of sale systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
CRITICAL TASKS
Safety and Security
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
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.
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.
Thank guests with genuine appreciation and provide a fond farewell.
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).
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.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Communication
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Talk with and listen to other employees to effectively exchange information.
Speak to guests and co-workers using clear, appropriate and professional language.
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.
Provide assistance to coworkers, ensuring they understand their tasks.
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Assists Management
Collaborate with management to formally recognize hourly employees' performance contributions.
Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.
Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
Working with Others
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Monitor the performance of others to ensure adherence to quality expectations and standards.
Physical Tasks
Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Visually inspect tools, equipment, or machines (e.g., to identify defects).
Enter and locate work-related information using computers and/or point of sale systems.
Recruitment - Programs and Strategies
Meet with managers, department and division heads to discuss staffing needs, recruitment needs, open requisitions, and required/desirable qualifications.
Hiring - New Employees
Ensure company grooming standards are communicated effectively to all new employees.
Training - Needs Assessment
Develop learning strategies and plans with management based upon deficiencies identified in a Needs Assessment.
Training - Development
Design, develop, and produce training materials (e.g., facilitator/participant workbooks, manuals, brochures, job aids, posters).
Prepare for training classes (e.g., materials, setup classes, breakdown classes).
Design and create interactive training in various formats.
Training - Delivery and Tracking
Conduct stand-up training to groups of employees.
Monitor and ensure departments are conducting safety training and orientation.
Communications and Relations
Post all necessary legal or regulatory notices related to Human Resources in view of all employees as required by law.
Respond to questions, requests, and concerns from employees and management regarding company and Human Resources programs, policies and guidelines.
Assist and support management and the leadership team with handling and resolving Human Resources issues.
Inform Human Resources management of issues related to employee relations within the division or property.
Assist in monitoring/tracking employee relations issues including resolution and follow-up of issues.
Disseminate information to employees related to employer-employee relations, employee activities, and personnel policies and programs.
Observe and monitor employee and manager activities to ensure compliance with company policies and procedures.
Performance Management
Review employee files (e.g., employee reviews, disciplinary actions) and communicate discrepancies to management.
Administration
Maintain confidentiality and security of employee and property records, files, and information.
Answer phone calls and record messages.
Ensure accurate maintenance of all employee records and files (e.g., interview documents, I-9's, reference checks, Drug Free Workplace Policy (DFWP), applicant self-identification forms, department orientation check list).
Human Resources Programs
Assist in logistics, administration, and scheduling of annual employee surveys.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph 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.