Guest Services Supervisor

2 weeks ago

Baltimore Maryland, United States Marriott Baltimore Inner Harbor Full time

Overview:


Oversee the guest experience during arrival, departure, and all interactions to ensure exceptional service standards are upheld through effective training, staffing, and supervision of team members. Manage operating supplies efficiently and proactively monitor guest satisfaction metrics and feedback.


Key Responsibilities:
Facilitate smooth guest registration, checkout, and service, ensuring adherence to brand standards.

Implement corporate and franchise initiatives.

Prepare forecasts and reports while assisting in the formulation of the room budget.

Monitor and maintain front office systems and equipment for optimal performance.

Analyze guest satisfaction surveys and maximize the use of the guest feedback tracking system.

Develop and enforce expense management controls, utilizing labor management tools to schedule and manage labor costs.

Conduct interviews, hire, train, and develop staff, while addressing issues, fostering open communication, and recommending disciplinary actions when necessary. Ensure timely completion of performance evaluations.

Communicate effectively both verbally and in writing to provide clear guidance to team members.


Engage positively with guests and take proactive measures to resolve issues, maintaining high levels of customer satisfaction and service quality.

Ensure compliance with front office, guest service, and PBX standard operating procedures and policies. Uphold all Front Office Quality Standards consistently.

Coordinate with other hotel departments to enhance communication and guest satisfaction.


Assist in the daily management of room inventory to achieve optimal revenue levels while meeting guest expectations.


Address customer complaints; anticipate potential issues by reviewing and monitoring complaints, operational challenges, business flow, and team performance to ensure high levels of customer satisfaction and service quality.


Foster strong relationships with the sales team to discuss and implement strategies aimed at improving occupancy rates and revenue.

Regular attendance in alignment with standards is essential for successful performance in this role.

Adhere to attendance policies and be available to work consistently.

Perform any other job-related tasks as assigned.

Qualifications:
Minimum of 2 years of experience in Front Desk operations, preferably in a leadership capacity.

High School Diploma or equivalent required; Bachelor's degree preferred.

Proficient in Property Management Systems (PMS).

Advanced understanding of the brand's loyalty program.

Able to manage cash and credit transactions.

Computer literacy and financial management skills are essential.


Able to effectively engage with both internal and external customers, some of whom may require a high level of patience, tact, and diplomacy to resolve conflicts and gather accurate information.

General knowledge of local attractions and transportation options.

Able to observe and identify signs of emergency situations.

Able to remain calm and focused during emergencies and/or busy hotel operations, serving as a role model for front desk staff and other associates.


Working knowledge of federal, state, and local laws regarding equal employment opportunity, civil rights, occupational safety and health, wage and hour regulations, and labor relations, including relevant statutes and their comparable state and local laws.

Able to establish and maintain effective working relationships with colleagues and guests.

Able to make sound business decisions and take prompt action based on experience and sound judgment.


Knowledge of hotel operations, including marketing strategies, security and safety protocols, personnel and labor relations, business plan preparation, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-term planning.

Effective verbal and written communication skills. Ability to adapt communication style to suit various audiences, including supervisors, coworkers, and the public.

Benefits:
Marriott Baltimore Inner Harbor is dedicated to providing a comprehensive benefits program that offers options for your physical, mental, and financial well-being, creating value in your most important investment - yourself.


For your physical and mental wellness, we offer competitive Medical and Dental programs as well as Vision insurance options.

Our Vacation, Sick, and Personal Time programs are available for you to recharge with time off. We also provide pet insurance options.

For your financial wellness, we offer a wide range of coverage, including Supplemental, Spousal, and Child Life insurance, along with Short and Long-Term Disability plans.

Our 401(k) Savings Plan with matching contributions, and discounts through our employee programs provide additional incentives for choosing Marriott as your employer.

Specific details and eligibility of these programs may vary based on location and employment status.


Work today, get paid today We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they choose.

Marriott Baltimore Inner Harbor is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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