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Operations Supervisor II

4 weeks ago

Flagstaff, United States Marriott Hotels Full time
Job DescriptionJob Description

Position Summary:

The Operations Supervisor/Sales Coordinator will provide leadership and sales support to all team members in accordance with hotel standards, policies, and procedures. Will motivate and engage the team to meet brand goals and company expectations with operational efficiency. Must have a positive and professional upbeat personality with a desire to deliver outstanding customer service to our guests. Responsible for proactive as well as reactive sales efforts at the hotel. Must be ambitious, articulate, organized and detailed. Responsibilities also include driving customer loyalty by delivering service excellence throughout each customer experience. Must be reliable, a team player, competent, as well as being able to work unsupervised. Each Guest and Group will be welcomed and acknowledged with Southwest Hospitality Management's culture of positive customer service. With a combination of a passion for the job and the right communication with other departments, you have the ability and empowerment to make the guest's experience more than memorable.


Duties and Responsibilities:


- Follow and adhere to all SWHM policies and procedures.

- Report to work on time, in professional and clean attire, with a name badge. Personal appearance and grooming must conform to standards.

- Able to work a flexible schedule including holidays and weekends and in different departments, as needed.

- Able to function all hotel operating systems.

- Assist with recruiting, onboarding, and training.

- Ensure staff training is completed to company standards and brand requirements.

- Oversee staff scheduling for the departments according to labor standards and forecasted occupancy.

- Maintain a professional and high-quality service-oriented environment.

- Able to effectively communicate with guests, address issues and bring satisfactory resolutions.

- Able to forecast and yield management rates to maximize hotel revenue and fill efficiency.

- Maintain requirements associated with Guest Rewards and Loyalty Program.

- Be knowledgeable about daily hotel operations, check daily event sheets, bulletin boards and Pass It On logs and be up to date with all changes, new procedures, and events.

- Work closely with the Housekeeping and Maintenance Department to improve guest service and foster cross-departmental communication.

- Respond to feedback on all Social Review sites as assigned by management.

- Assist in conducting staff meetings.

- Train and monitor Front Office personnel on all participating marketing and sales programs.

- Ensure daily checklists are being completed for smooth and efficient operations.

- Assist management in meeting revenue goals and capping expenditures.

- Remain current in all the brand standard updates, new procedures and required training.

- Work with all departments reinforcing teamwork with a positive attitude to help increase workplace productivity.

- Responsible for understanding, training, and implementing hotel emergency procedures.

- Assist the GM in responding to leads through the different brand portals.

- Interacting professionally with customers over the phone, handling follow-up phone calls in a timely manner.

- Able to properly prepare group contracts and efficiently work group functions in the property management system and sales system (Delphi).

- Ensure that all booking needs are met for all assigned clients either through handling directly or through the management team, and timely response to clients for all bookings with a maximum of 48 hours (about 2 days) for all responses.

- Act as a customer liaison with the hotel during customer events/programs, ensuring daily needs are met and overall customer satisfaction.

- Proactively identifies, qualifies, and solicits new business opportunities through market penetration and saturation.

- Adhere to the master key sign-out protocols and ensure the security of the assigned master keys.
- Identify items that guests have left behind and report items utilizing the hotel's lost and found procedures.
- Abide by timekeeping policies of clocking in/out for shifts, breaks and lunch.
- Complete all required company and brand-specific training and/or certifications in a timely manner.
- Maintain confidentiality of guest information, associate information, and pertinent hotel data.
- Take on hotel manager duties during their absence.
- Establish site visits of model rooms. Conduct hotel tours and site inspections for potential customers.
- Uses available tools to understand competitors' strengths and weaknesses and knows how to sell against them.
- Adhere to Hotel procedures for two-way radio communication.
- Efficiently handles all payments received and the cash drawer is kept balanced.
- Responsible for maintaining and recording accurate documentation regarding registration, changes, charges, customer service logs and maintenance issues.
- Know all hotel services, features, and local attractions to respond to guest inquiries accurately.
- Keep the work area clean, and the lobby tidy.
- Work on other duties or tasks that are assigned as necessary and pertinent to the hotel's success.

Physical, Mental, and Environmental Demands:
- Must be able to sit/stand for extended periods of time, walk and walk up and down stairs while carrying objects.

- Must be able to lift up to 25 lbs. and carry up to 20 lbs. Must be able to push and pull up to 50 lbs.

- Must be able to bend, reach, kneel, twist and grip items while working at assigned tasks.

- Must have the manual dexterity and coordination to operate all office equipment.

- Must be able to adjust to changing priorities and simultaneously complete multiple assignments despite interruptions.

- Must be able to perform job functions with attention to detail, with efficiency and under time constraints.


Skills, Educational Background, Experience and Basic Expectations:

- Bachelor's degree / Schooling equivalent in Hotel Management/Business Administration.

- Minimum 2 years of Front Office/sales experience.

- Leadership qualities.

- Effective communication and excellent customer service skills

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