Guest Experience Supervisor

POSITION SUMMARY

To assist guests efficiently courteously and professionally in all Front Office related functions. To maintain Marriotts high standard of hospitality at all times by displaying excellent Service Excellence skills. To have a thorough knowledge of all Front Desk operations and to provide information and training to all Front Desk associates
Complete all tasks and responsibilities that are highlighted on the Front Desk daily task sheet and others that may be directed by the Front Desk leader on duty.

The successful candidate will possess strong interpersonal and hospitality skills. At least one year experience in a similar position is preferred together with good Opera and MARSHA knowledge. The person must provide professional and personalized service to all guests specifically VIPs Elite members long stay guests and repeat guests. The individual will provide recognition and consistency to achieve guest satisfaction.

The following are specific responsibilities and contributions critical to the successful performance of the position:
Responsible for the smooth efficient and professional operation of all front office and switchboard areas.
All Department KPIs are 100 complaint(GSS/Mobile checkin/Upsells/Enrollments/BSA Audit)
Ensures that all procedures and policies are in place and followed.
Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
Ensures good communications between the departments.
Strictly follows bankout procedures and cash handling procedures.
Ensures confidentiality of User LogOns. Ensure that users are logged out when leaving the area.
Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical hospitality communication management and organizational skills.
Leads by example: Provides a highquality service and aggressive hospitality towards all customers.
Ensures that recognition programs for both guest and associates are in place and working.
Uses TQM tools and empowerment to make decisions leading towards total customer satisfaction.
Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
Communicates with front desk managers and front desk supervisors about daily audits and controls so all are informed about proper procedures.
Initiates additional tasks to improve existing procedures and guest satisfaction.
Resolves system problems and can operate the system manually. Can lead the staff through a down time.
Initiates monthly meetings in the department. Attend staff meetings operations meetings forecast meetings and sales strategy meetings.
Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations.
Have plans and actions in place to meet goals and mission of the company and the hotel.
Sets a positive example for guest relations.
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Empowers associates to provide excellent customer service within guidelines.
Handles guest problems and complaints seeking assistance from supervisor as necessary.
Coaches counsels and encourages associates.
Handles associate questions and concerns.
Strives to improve service performance.
Interacts with guests to obtain feedback on product quality and service levels.
Supervises all areas of the Front Office in the absence of the Front Office Duty Manager.
Supervises staffing levels to ensure that guest service operational needs and financial objectives are met.
Provides feedback to individuals based on observation of service behaviors.
Performs all duties at the Front Desk as necessary.
Supervises daily Front Desk shift operations.
Understands the functions of the Bell Staff Switchboard and Concierge/Guest Services operations.
Complies with loss prevention policies and procedures.
Participates in an ongoing associate recognition program.
Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
Conducts training when appropriate.
Assists in the review of comment cards and guest satisfaction results with associates.
Supervises same day selling procedures to maximize room revenue and hotel occupancy.
Ensures associates have the proper supplies and uniforms.

OTHER

Performs other related tasks as assigned by management.
Complies with Marriott International Hotels Limited Regional Office and local policies and procedures.
Working hours as required to do your job but normally not less than 37.5 hours per week.