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Guest Services Operations Supervisor
2 months ago
Job Overview
As a key player in our hotel operations, you will support the seamless execution of all activities within the hotel departments, including Front Office, Engineering/Maintenance, and Housekeeping. Your leadership will be crucial in managing staff and enhancing both guest and employee satisfaction while optimizing departmental financial performance.
Candidate Profile
Education and Experience
- High school diploma or GED; 4 years of experience in guest services, front desk, housekeeping, or a related professional field. OR
- A 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or a related discipline; 2 years of experience in guest services, front desk, housekeeping, or a related professional field.
Core Responsibilities
Supporting the Rooms Operations Team
- Translate departmental goals to the team, focusing on guest tracking and productivity.
- Analyze employee and guest satisfaction results, communicating strategies to address areas for improvement and leverage strengths.
- Ensure the team possesses the necessary skills to meet expectations.
- Guide employees in understanding and exceeding the evolving needs and expectations of guests.
Managing Property Rooms Operations
- Implement property-specific recovery plans.
- Disseminate guest satisfaction results promptly, including forms, comment cards, and letters.
- Proactively address employee concerns with professionalism and courtesy.
- Regularly communicate goals and results with team members.
- Assist in scheduling aligned with guest and room occupancy goals.
- Perform hourly job functions as necessary.
Enhancing Guest Experience
- Deliver exceptional customer service by being accessible and approachable to all guests.
- Proactively resolve guest concerns with professionalism.
- Ensure all team members meet or exceed hospitality standards.
Assisting in Profitability Management
- Participate in the annual Quality audit with the General Manager and Regional Director.
- Maintain an effective key control program.
- Understand financial statements, sales reports, and performance data.
The hourly pay range for this position is $30.29 to $36.54. Marriott offers a comprehensive benefits package, including a bonus program, health care benefits, a 401(k) plan with up to 5% company match, and various wellness benefits.
About Marriott International
Marriott International is committed to fostering a diverse workforce and maintaining an inclusive culture. We uphold non-discrimination on any protected basis, such as disability and veteran status.
Join Our Team
At Marriott Hotels, we strive to innovate in hospitality while ensuring comfort for our guests. By joining our team, you will be part of a global community dedicated to delivering exceptional service.
