Night Front Desk Supervisor

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform name tags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested.

Guest Relations

• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.
• Address guests service needs in a professional positive and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• 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 physically-impaired 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.

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 counselling 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 Treatment/Open 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 Treatment/Open Door Policy process.
• Assist management in preparing payroll of hourly employees (e.g. ensure accuracy adjustments and distribution).
• Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.

Reservations/Blocking Rooms

• Anticipate sold-out situations and determine how many rooms are over-committed.
• 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. Bell-person 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 guest-related 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 authorisations and follow all Accounting procedures when computer system is down.

Finance-Related

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

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.