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Guest Services Supervisor

2 months ago

Tempe, Arizona, United States Marriott Phoenix Resort Tempe at the Buttes Full time
About the Position:

JOB TITLE: Guest Services Supervisor
REPORTS TO: Director of Front Office

Basic Purpose:
Oversee the operations of the Guest Services team, including Front Desk Supervisors, Bell Staff, and Guest Response personnel during daily shifts. Assist in managing the Front Office department to ensure customer satisfaction, high-quality service, and adherence to corporate policies while achieving financial objectives. This role may require scheduling during AM, PM, weekdays, and weekends.

Organizational Scope:
This position is accountable for the short-term planning and daily operations of the Guest Services Department. It involves recommending procedural enhancements and supporting the administration of the Front Desk, Guest Response, Bell Stand, Valet, and Transportation services.

Knowledge and Skills:
Education: A two to four-year college degree or equivalent education/related experience.
Experience: One to two years of full-time experience in a similar role within the hospitality industry, preferably with Marriott or comparable hotel brands.

Skills and Abilities:
  • Comprehensive knowledge of departmental policies, procedures, and services, along with a general understanding of other hotel departments.
  • Strong supervisory and management capabilities.
  • Ability to foster positive guest relations and enhance guest satisfaction.
  • Proficient communication skills in English; a second language is a plus.
  • Competence in handling cash and credit transactions.
  • Ability to enforce company policies and standard operating procedures.

Essential Functions:
  • Supervise daily operations in the Guest Services area and collaborate with sales, reservations, accounting, and operations departments to ensure seamless service delivery and high-quality hospitality.
  • Manage the Guest Services staff, providing empowerment, coaching, and guidance, addressing issues, facilitating open communication, and recommending disciplinary actions when necessary.
  • Assist in the execution and management of company initiatives, ensuring compliance with standard operating procedures to maintain optimal guest and associate satisfaction.
  • Address customer complaints proactively, identifying potential issues by monitoring feedback, operational challenges, business flow, and staff performance to uphold high standards of customer satisfaction and service quality.
  • Ensure the availability of necessary supplies and maintain the Guest Services systems and equipment for optimal performance.

Non-Essential Functions:
  • Engage in special projects and additional responsibilities as assigned. Participate in task forces and committees as needed.
  • Maintain positive working relationships and open communication with all other departments.
  • Perform Manager on Duty/Lobby Ambassador duties as required.

Hours Required: Full-time position.

E.O.E.