Nights Guest Experience Supervisor

POSITION SUMMARY

JOB SUMMARY

Serves as the property Night Supervisor oversees all property operations ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related the safety and security of the hotel in the absence of the hotel manager.

PAY RATE 13.73

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 4 years experience in the guest services front desk housekeeping or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; 2 years experience in the guest services front desk housekeeping or related professional area.

CORE WORK ACTIVITIES

Monitoring Property Operations

• Monitors and ensures compliance with all Guidelines to Operations.
• Ensures supervisors maintain adequate levels of department supplies.
• Ensures all employees are in proper uniform and are properly groomed (grooming standards in employee handbook).
• Ensures employees are working in a safe environment.
• Manages all period-end inventories.
• Directs monitors and assists all overnight staff.
• Ensures guest tracking scores and employee opinion survey goals are achieved.

Supporting Profitability and Revenue Goals

• Reviews financial statements sales and activity reports and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Assists in the response and resolution of all guest issues received directly from guests or from Guest Relations.
• Assists accounts receivable clerk in all aspects of job and in keeping all invoices due below 60 days.
• Monitors that the supervisor is researching/processing all chargebacks and rebates on a timely basis.
• Administers plans and actions to keep chargebacks and rebates to a minimum.
• Ensures all employees are adhering to proper cash handling procedures and monitors overage/shortages.
• Manages employee hours.
• Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.

Managing and Conducting Human Resources Activities

• Promotes participation in property safety-related programs.
• Monitors employee attendance and records absences/tardiness.
• Promotes teamwork and employee morale.
• Ensures all employees are trained on specific aspects of their job and are aware of all resources to assist them in problem solving.
• Keeps employees informed regarding new operational procedures standards or programs.
• Ensures all employees have complete knowledge of emergency procedures.
• Ensures constant communication takes place between employees supervisors and management.
• Provides orientation for new employees and ensuring all information is entered into computer.
• Helps direct supervisors to achieve their own development goals.
• Encourages employee relations through gifts parties outings.
• Creates incentives that will promote better service and profit for the property.
• Assists operations manager in processing employee payroll weekly.
• Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

Safety and Security

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

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 nametags 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 by Supervisors.

Guest Relations

• Address guests service needs in a professional positive and timely manner.
• 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.
• 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).
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP) to resolve issues delight and build trust.
• 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.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.

Communication

• Speak to guests and co-workers using clear appropriate and professional language.
• 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.
• Provide assistance to coworkers ensuring they understand their tasks.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

• Ensure checks that come from outlets (e.g. Market & F&B) are scanned and charged to room.
• 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.
• Secure valid form of payment (e.g. credit card cash) prior to issuing room key.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Process all guest check-ins 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.
• File guest paperwork or documentation.
• Advise guest of any messages (e.g. voicemail mail faxes) received for them and send to room if required.
• Sell a room/accommodation to guests without reservations based on availability.
• Assign room according to guest request and preferences whenever possible.

Communications

• Operate telephone switchboard station in order to answer telephone calls.
• Process guest requests for wake up calls screening calls do not disturb call forwarding conference calls TDD relay calls and non-registered guest calls.

Reports/Recordkeeping

• Print contingency lists to have a record of all guests in case of emergency.
• Complete the Room Rate Variance Report.
• Counting the Market each night and the back of house cellar every Sunday.

Guest Services

• Accept and record wake-up call requests and deliver to appropriate department.

Cash Handling

• Process all payment types such as room charges cash checks debit or credit.
• Process adjustment vouchers paid-outs correction vouchers and miscellaneous charges.
• Count bank at end of shift and secure bank.
• Balance and drop receipts according to Accounting specifications.

Finance-Related

• Complete end-of-day activities including posting charges to accounts running night audit backup and roll the date.

Operations Related

• Breakfast buffet set up
• Setting up tables in the lobby in preparation for breakfast.
• Element of cooking required to ensure proteins are cooked and ready for chefs each morning

Performs other related tasks as assigned by management.

Complies with Marriott International Hotels Limited Regional Office policies and procedures.