Guest Relations Supervisor

1 month ago

Tempe, United States Marriott Phoenix Resort Tempe at the Buttes Full time
POSITION OVERVIEW:
  • The Guest Relations Supervisor will provide hotel support and services in accordance with Marriott’s Core Ambitions, Purpose, Brand Identity, Values, and Sprit to Serve.
  •  The Guest Relations Supervisor takes responsibility for all aspects of the Guest Recognition operations. Be pro-active, creative and results driven. 
  • The Guest Relations Supervisor is responsible for, but not limited to, the overall guest experience from arrival to departure.
 RESPONSIBILITIES:
  • Maintain clear communication between all departments within the hotel to ensure consistency, transparency, and unity.
  • Assist and maintain all guest requests, comments, and concerns in a courteous and efficient manner.
  • Conduct all day-to-day operations duties as directed.
  • Ensure high levels of cleanliness, health, and safety standards for guests and fellow associates.
  • Ability to step in and assist fellow associates as directed or necessary to ensure a smooth operation.
  • Attend all daily, monthly, and yearly trainings and meetings as directed.
  • Uphold and enforce all hotel policies and procedures as stated in handbook.
  • Ability to support and collaborate with all departments within the hotel to ensure unity and high standards.
  • Genuinely creating the Marriott Experience through coordination with various departments in personalizing guests' visit. Pre-arrival preparation.
  • Responsible for maintaining the highest quality database relating to guest history and implementing guest recognition programs in line with Marriott guidelines. Profile building and management.
  • Responsible for physical inspection of all VIP rooms, prior to arrival as necessary.
  • Responsible for ensuring a very clear and open, positive communication between Front Office and Housekeeping department.
  • Develops new ideas for amenity program and gifting program.
  • Responsible for a seamless execution of amenity delivery, welcome experience, pampering guests throughout their stay, and providing guests with a warm farewell.
  • Meets and greets guests.
  • Must have excellent communication skills, verbal and written. Answering to Guest Satisfaction correspondence.
  • Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction through reviewing guest opportunity/GSS reports. Communicate and follow up with each department to ensure they are in good standing and always performing to the highest of quality of standards.
  • Responsible for achieving and maintaining high guest retention ratio.
  • Monitor correct handling of all guests' requests.
  • Inspect all assigned rooms, both occupied and vacant. Ensure all general cleaning, preparation for VIP arrivals and special requests are completed on time and according to standard.
  • Assist with the Front of House operation as needed.
  • Assist the General Manager and Director of Front Office with any additional requirements, as needed.

Benefits:
  • 401(k).
  • Dental insurance.
  • Employee discount with Marriott brands.
  • Health insurance.
  • Paid time off.
  • Vision insurance.


What will it be like to work for the Marriott Phoenix Resort Tempe at The Buttes?As owner/ operator franchise company we believe that our staff is what sets us apart from others. With a proven track record, we strive to provide opportunities to create long gravity with a continued focus on developing team members. The staff culture is our highest priority and reflects on the service we provide to our guests. As a team our mission is to continuously move the bar up to be the best. 
E.O.E.

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