Guest Experience Supervisor

POSITION SUMMARY

Process all guest checkins verifying guest identity form of payment assigning room and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes document exceptions. Secure payment prior to issuing room key verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types vouchers paidouts and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training evaluating counseling motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents injuries and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand sit or walk for an extended period of time. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

• Anticipate guests service needs including asking questions of guests to better understand their needs and
  watching/listening to guest preferences and acting on them whenever possible
• Provide assistance to individuals with disabilities including assisting visually hearing or physicallyimpaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay property services and area attractions/offerings.

Communication:

• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Speak to guests and coworkers using clear appropriate and professional language.
• Provide assistance to coworkers ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g. pagers and twoway radios email).
• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.

Assists Management:

• Assist management in screening resumes conducting interviews and selecting new hourly hires using selection tools and systems
• Ensure that hourly employees are trained on company core values job roles responsibilities and technical and service aspects of the job.
• Assist management in establishing and communicating goals performance expectations timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assist management in preparing and conducting performance reviews of hourly employees.
• Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
• Assist management in preparing work schedules of hourly employees.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best take responsibility for tasks and assignments make decisions and provide input on possible improvements.
• Listen to hourly employees suggestions for improving how work is done and how guests are served gaining management support as needed to act upon suggestions.
• Serve as hourly employees first point of contact as part of the Guarantee of Fair TreatmenUOpen Door Policy process.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assist management in establishing and communicating goals performance expectations timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g. supplies equipment and inventory).
• Coach and develop employees (e.g. create expectations for continual improvement provide challenging tasks and assignments hold development discussions and construct and execute development plans).
• Serve as hourly employees first point of contact as part of the Guarantee of Fair TreatmenUOpen Door Policy process.
• Assist management in preparing payroll of hourly employees (e.g. ensure accuracy adjustments and distribution).
• Collaborate with management to develop and carryout ideas and procedures and set goals to continuously improve department performance around guest and satisfaction scores.

Working with Others:

• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Support all coworkers and treat them with dignity and respect.
• Actively listen to and consider the concerns of other employees responding appropriately and effectively.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement:

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks:

• Enter and locate workrelated information using computers and/or point of sale systems.
• Stand sit or walk for an extended period of time or for an entire work shift.
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Checkin/Checkout:

• Process all guest checkins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA) verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g. credit card cash) prior to issuing room key.
• Activate room keys using electronic key machine (e.g. Saflok) and reissue new room keys to guests as necessary (e.g. lost key) by verifying guest identity and using electronic key machine.
• Set up accurate accounts for each guest upon checkin according to their requirements (i.e. sharewiths separate room/tax/incidentals comp).
• Assign room according to guest request and preferences whenever possible.
• Sell a room/accommodation to guests without reservations based on availability.
• Ask for and enter Marriott Rewards information (e.g. number name address) when taking reservation or checking guest in.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Coordinate with Housekeeping to track readiness of rooms for checkin and to report guest concerns.
• Keep track of changes in room status (e.g. early checkout late checkout room transfer unexpected stay over) for Housekeeping.
• Accommodate requests for room changes when possible.
• Obtain and verify proper taxexempt information for taxexempt guests.
• Verify and adjust billing for guests.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• File guest paperwork or documentation.
• Review outoforder rooms daily to determine status and estimated date for return to room inventory.
• Review requests for late checkouts and approve according to occupancy.
• Process all checkouts including express checkouts resolving any late and disputed charges settling account retrieving room key and requesting comments on guests stay.
• Clear departures in computer system to document that rooms are no longer occupied.
• Advise guest of any messages (e.g. voicemail mail faxes) received for them and send to room if required.
• Organize and coordinate checkin/preregistration procedures for arriving groups.

• Reservations/Blocking Rooms:
• Anticipate soldout situations and determine how many rooms are overcommitted.
• Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them.
• Block rooms in the computer and identify designated requirements and requests (e.g. guaranteed room types special requests VIPs early arrivals guest recognition).

Reports/Record keeping

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

Guest Services:

• Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

At Your Service/Delighted to Serve

• Follow up with guest regarding satisfaction with guestrelated issues.

Cash Handling

• Balance and drop receipts according to Accounting specifications.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Count bank at end of shift and secure bank.
• Process all payment types such as room charges cash checks debit or credit.
• Obtain manual authorizations and follow all Accounting procedures when computer system is down.

FinanceRelated:

• Assist staff with expediting problem payments (e.g. problems processing credit card).

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None