Guest Services Operations Supervisor

1 week ago

Atlanta, Georgia, United States Marriott International Inc Full time

Job Overview

POSITION SUMMARY


Responsible for overseeing the smooth operation of all departments within the rooms division (e.g., Front Office, Engineering/Maintenance, Housekeeping) while managing personnel effectively.

Aims to enhance guest and employee satisfaction continually and optimize the financial success of the division. Ensures adherence to established standards and procedures. Guides specific teams while contributing to achieving property objectives.

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

  • 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.

KEY RESPONSIBILITIES

Leading the Rooms Operations Team

  • Ensures that objectives are communicated to the team regarding guest tracking and productivity.
  • Fosters a workplace environment that promotes motivation, empowerment, teamwork, continuous improvement, and a commitment to service excellence.
  • Analyzes employee and guest satisfaction feedback and formulates strategies to address areas of improvement while leveraging strengths.
  • Confirms that the team possesses the skills necessary to meet expectations.
  • Leads by example, showcasing confidence, energy, and enthusiasm.
  • Guides team members in understanding and exceeding the evolving needs and expectations of guests.

Managing Rooms Operations Functions

  • Assists in overseeing the execution of all operations within the rooms division (e.g., Front Office, Engineering/Maintenance, Housekeeping).
  • Implements property-specific recovery plans as needed.
  • Distributes guest satisfaction results promptly, including all feedback forms and correspondence.
  • Takes proactive measures when addressing employee concerns.
  • Maintains professionalism and courtesy towards employees consistently.
  • Communicates and updates all objectives and results with team members.
  • Conducts semiannual one-on-one meetings with staff.
  • Assists in scheduling to align with guest and occupancy goals.
  • Performs hourly job functions as required.
  • Completes additional duties as assigned to meet business needs.

Enhancing Guest Experience

  • Understands and embodies the brand's service culture.
  • Delivers exceptional customer service by being accessible and approachable to all guests.
  • Continuously seeks to improve guest and employee satisfaction.
  • Takes proactive steps when addressing guest concerns.
  • Exhibits professionalism and courtesy to guests at all times.
  • Responds promptly to requests from the customer service department.
  • Ensures that all team members meet or exceed hospitality standards.

Financial Management

  • Assists in conducting the annual Quality audit with the General Manager (GM) and Regional Director (RD).
  • Ensures that a robust key control program is in place.
  • Reviews financial documents, sales reports, and performance metrics to assess productivity and goal achievement, identifying areas for cost reduction and program enhancement.
  • Aims to maximize the financial performance of the division.

Human Resources Responsibilities

  • Participates in the hiring process and assists in making staffing decisions.
  • Receives hiring recommendations from team supervisors.
  • Ensures comprehensive orientation for new team members is conducted promptly.
  • Encourages employee feedback, maintains an open-door policy, and reviews employee satisfaction results to address any issues.
  • Ensures that property policies are applied fairly and consistently, with disciplinary actions documented according to Standard and Local Operating Procedures (SOPs and LSOPs).
  • Celebrates achievements and publicly acknowledges the contributions of team members.
The salary range for this position is $57,000 to $69,000 annually.

Marriott offers a bonus program, comprehensive health care benefits, a 401(k) plan with up to 5% company match, an employee stock purchase plan at a 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans.

Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting.

Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.


About the Team

W Hotels' mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We're here to open doors and open minds. We are constantly inspired by new faces and new experiences.

A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe.

Whatever/Whenever is our culture and service philosophy that brings our guests' passions to life. If you are original, innovative, and always looking towards the future of what's possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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