Front Office Supervisor

Additional Information: This hotel is owned and operated by an independent franchisee Diamond Hotels Management Inc. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

The Guest Services Supervisor is responsible for in conjunction with the Guest Services Manager the coordination of day-to-day operations of the front desk to ensure that each guest has a comfortable stay and that his or her needs are met while maintaining a motivated and empowered Front Desk team.
DUTIES & RESPONSIBILITIES:
Assist in achieving the departmental budgets for the Front Desk
Monitor employee performance and service delivery to ensure it is aligned with Marriott Brand Service Standards and hotel policies. Make recommendations to Manager regarding development training and corrective action
Perform all tasks of a Guest Service Representative
Ensure front desk area is clean and tidy at all times and ensure it is well stocked with stationary maps supplies etc. Order through GSM or AGSM if necessary.
Ensure D172 report is handled accordingly while on shift
Foster effective communication with all departments to ensure a positive guest experience as well as to ensure the health & safety of staff and guests
Maintain information on prices rates specials packages programs etc and assist in ensuring all staff are trained in all areas
Analyze investigate and resolve guest complaints
Assist in recruiting and training front desk employees
Promote & champion the hotels guest loyalty program
Act as Manager on Duty when required and handle and solve any problems that may arise in the absence of Hotel senior management.
Completion and distribution of weekly reports forecasts reservations scheduling and payroll input as required
Promote teamwork intercultural competency among team members quality guest service through education effective communication and coordination with other departments
Supports and promotes a culture of equity diversity inclusion and ingenuity that respects and incorporates different perspectives in decision making

The above areas of responsibility are not all inclusive and may be amended from time to time

Completion of secondary school diploma plus additional post-secondary courses in a related area or equivalent
Minimum 1-year front desk experience
Previous supervisory experience preferred
Must be flexible to work days evenings weekends and holidays
Excellent interpersonal and employee relations skills
Strong decision making and problem-solving skills
Ability to work under pressure while maintaining tact and diplomacy
Must possess the ability to communicate effectively within a diverse team environment.
Ability to work effectively and collaboratively in a multi-cultural environment with co-workers managers and guests.
Posses a high degree of enthusiasm initiative and professionalism

This company is an equal opportunity employer.

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