Guest Services Operations Supervisor

Are you looking for a place where meaningful moments are made together?  

As a Guest Services Ops Supervisor at Marriott Vacations Worldwide (MVW), you will be responsible for making meaningful moments for Owners, members, and guests. You will ensure effective operation of Bell Desk Services by ensuring bell team members follow proper protocol in greeting guests, tagging luggage, securing in storage locations, acts promptly and returns efficiently in delivery or retrieval of luggage as requested by owner. You will complete quality assurance check audits on bellman duties, direct and ensure clerk team properly distributes assignments to maximize guest satisfaction, ensure radio and key policies are followed, carts are kept in upstanding condition, review and ensure checklists are completed accurately and timely. Ensure clerks and bell staff deliver MVW standard service level of hospitality and recovery, enforce company safety policies and procedures to avoid accidents, injuries, and unsafe work conditions, review and resolve lost, missing, or damaged luggage claims.

Other supervisor duties include but are not limited to, creating and maintaining the bell schedule, ensuring appropriate staffing at the bell desk, time and attendance/payroll, standard operating procedure revision, enforcing brand audit standards and MVW procedures/policies and protocols.

Assists management in training, evaluating, counseling/discipline, motivating, and coaching employees; serves as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process. Develops/maintains positive working relationships; supports team to reach common goals; listens and responds appropriately to employee concerns.

You will add to the success of the MVW team by maintaining high standards and providing the best service. You will need to have a flexible schedule, communicate clearly with coworkers and guests, and follow the company's rules in all situations. This position may require a background check and/or drug screen contingent on company policy and state and local requirements. Specific job duties may differ by property, size of team, or facility. Join our expanding team and become a valuable member where meaningful moments are made together.

 Other supervisor duties include but are not limited to, creating and maintaining the bell schedule, ensuring appropriate staffing at the bell desk, time and attendance/payroll, standard operating procedure revision, enforcing brand audit standards and MVW procedures/policies and protocols.

Assists management in training, evaluating, counseling/discipline, motivating, and coaching employees; serves as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process. Develops/maintains positive working relationships; supports team to reach common goals; listens and responds appropriately to employee concerns.

You will add to the success of the MVW team by maintaining high standards and providing the best service. You will need to have a flexible schedule, communicate clearly with coworkers and guests, and follow the company's rules in all situations. This position may require a background check and/or drug screen contingent on company policy and state and local requirements. Specific job duties may differ by property, size of team, or facility. Join our expanding team and become a valuable member where meaningful moments are made together.

Where great benefits lead to a life fulfilled. 

• Competitive Pay 

• Medical/Dental/Vision/401K opportunities 

• Travel discounts 

• Credit Union Membership 

• Tuition Reimbursement 

• Professional Counseling & Family Support 

• Growth and Development Opportunities 

• *Benefit Eligibility will vary by position 

Site Specific Perks 

• Free on-site parking 

• Free daily meal and associate cafeteria   

• Complimentary coffee and tea 

• Free work shoes (Shoes for Crews) 

• Local restaurant discounts 

• Discounted theme park tickets and rental cars 

• Community service opportunities 

JOB REQUIREMENTS:

Physical Ability— Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 50 pounds without assistance. Reach overhead and below the knees, perform bending, twisting, pulling, and stooping, and be able to stand, sit, or walk for an extended period of time or for an entire work shift.

Work Schedules— Maintain availability to work a fluctuating schedule, based on business needs, which may include days, nights, weekends, and holidays. 

Education, Certification, or Licenses Preferred – High School Diploma or G.E.D. Equivalent preferred. At least 1 year of related work experience or customer service-related work experience is preferred but not required.  At least 1 year of Supervisory Experience is preferred.

Competencies

• Personal Attributes: Dependability, Presentation, Safety Orientation, Positive Demeanor, Adaptability/flexibility, Integrity, Stress Tolerance, Initiative, Self-Development, Innovation.​​
• Interpersonal Skills: Customer Service Orientation, Diversity Relations, Teamwork, Influence, Negotiating
• Assists Management: Resolving Conflict, Team Building, Coaching and Developing, Performance Management, Delegating and Directing
• Organization: Multi-Tasking, Time Management, Detail Orientation, Planning and Organizing
• Analytical Skills: Problem Solving, Decision Making, Computer Skills, Learning, Arithmetic Computation
• Communications: Listening, Telephone Etiquette Skills, English Language Proficiency, Writing, Applied Reading, Form, Report, and Log Completion

ESSENTIAL FUNCTIONS:

Greet/Escort Guests

• Supplies guests/residents with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities.

Guest Services

• Contacts the appropriate individual or department (e.g., Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.

• As applicable follows up with guests to ensure their requests or problems have been met to their satisfaction.

•   Receives, records, and relays messages accurately, completely, and legibly.

• Ensures that any outstanding requests or problems from the previous day receive priority and are resolved.

• Answers, records, and processes guest, requests, questions, or concerns.

Guest Experience and Company Standards

• Addresses guests' service needs in a professional, positive, and timely manner.  Assists other associates to ensure proper coverage and prompt guest service.  

• Welcomes and acknowledges each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.  

• Speaks to guests and coworkers using clear, appropriate, and professional language.  

• Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.  

• Actively listens and responds positively to guest questions, concerns, and requests using brand or property-specific processes) to resolve issues, delight, and build trust.  

• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.  

• Performs other reasonable job duties as requested by Supervisors/Managers.  

Policies and Procedures

• Protects the privacy of guests and coworkers. Maintains confidentiality of proprietary materials and information.

• Ensures uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.  

• Protects company tools, equipment, machines, or other assets in accordance with company policies and procedures.  

• Reports missing hotel/resort property and damage or any damage to the room to a manager.

• Provides assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines.

Assists Management:

• Serves as a departmental role model or mentor by working alongside associates to perform technical or functional job duties. 

• Assigns and ensures work tasks are completed on time and meets appropriate quality standards.   

• Ensures associates are trained in company core values, job roles, responsibilities, and technical and service aspects of the job. 

• Ensures associate compliance with company standards and policies and external regulations

• Encourages and motivates associates to perform their best, takes responsibility for tasks and assignments, makes decisions, and provides input on possible improvements. 

• Assists management to ensure that hourly associates have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory). 

• Assists management in establishing and communicating goals, performance expectations, timetables, and deadlines for shift or departmental operations to hourly associates and ensure that they are understood. 

• Listens to hourly associates' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

• Coordinates tasks and works with other departments to ensure that the department runs efficiently. 

• Collaborates with management to develop and carry-out ideas and procedures and sets goals to continuously improve department performance around the guest and associate satisfaction scores. 

• Coaches and develops associates (e.g., creates expectations for continual improvement, provides challenging tasks and assignments, holds development discussions, and constructs and executes development plans).

• Collaborates with management to formally recognize hourly associates' performance contributions. 

• Serves as hourly associates' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process. 

• Ensures associates are working together as a team to ensure optimum service to guests.

• Inspects grooming and attire of associates and rectifies any deficiencies.   

Reports/Recordkeeping:

• Reviews shift logs/daily memo books and document pertinent information in logbooks.

• Reviews daily reports (number of arrivals, departures), identify any special requests, and check reports for awareness as it applies to bell desk operations.  

VIP/Concierge:

• Responds to special requests from guests/residents with unique needs.

Computers/Software:

• Transmits information or documents using a computer.

• Enters and retrieves information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests.

• Prepares letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.

Working with Others:

• Supports all coworkers and treats them with dignity and respect. Partners with and assist others to promote an environment of teamwork and achieve common goals.

• Handles sensitive issues with associates and/or Owner/guests with tact, respect, diplomacy, and confidentiality.

• Develops and maintains positive and productive working relationships with other associates and departments.

Quality Assurance/Quality Improvement:

• Complies with quality assurance expectations and standards.

Safety and Security:

• Reports work-related accidents, or other work-related injuries/illnesses immediately upon occurrence to manager/supervisor or lead.  Identifies and corrects unsafe work procedures or conditions and/or reports them to management and security/safety personnel.  

• Follows company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.  

• Uses proper equipment, wear appropriate personal protective equipment (PPE), and employ correct lifting procedures, as necessary, to avoid injury.  

• Follows property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).  

• Follows policies and procedures for the safe operation and storage of tools, equipment, and machines. 

• Completes appropriate safety training and certifications to perform work tasks.

WORK ENVIRONMENT:

Work Area Expectations:

•        Frequently Asked to Perform the Following

• Lift/Carry/Push/Pull Items that Weigh up to 50lbs without assistance.

• Work a schedule that includes specific shifts and hours that may fluctuate based on business demands.

• Ability to work both indoors and outdoors.

• Stand

• Walk

• Sit

• Climb Stairs

• Bend

• Stoop

• Crouch

• Reach

• Grasp

Occasionally Asked to Perform the Following

• Lift/Carry/Push/Pull Items that Weigh up to 50lbs with assistance.

• Use of Computer, telephone, and other office equipment

• Exposure to high levels of noise

May operate company vehicles following our company policies and standards (including but not limited to golf carts).

This job description includes the essential functions, job requirements, and minimum standard of work expected from an associate in this position. Associates are expected to perform all other reasonable duties as assigned by Supervisors, Leads, or Managers to meet guests’ and Owner’s needs or business objectives, including any reasonable duties not expressly stated in this job description. In addition, the associate is expected to follow the employer’s standards, policies, and procedures issued in other media, e.g., associate handbook, Company Intranet, Marriott Vacations Worldwide

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.