Guest Relations Supervisor/ Room Controller

Job Description

Job Description

Position Overview

The Guest Relations Supervisor / Rooms Controller ensures that guests have a positive experience during their stay. The position involves overseeing and coordinating all aspects of guest services, including front desk operations, concierge services, and guest relations.

Essential Functions and Responsibilities

• Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• 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. 
• Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. 
• Respond to special requests from guests with unique needs. 
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key.  
• Set up accurate accounts for each guest according to their requirements.   
• Verify, recognize, and delight Marriott Bonvoy members.  
• Manage Pre-Arrival guest processes, including room upgrade priorities, guest preferences.
• Respond to Customer Care Inquiries, guest satisfaction feedback.
• Ensure rates match market codes, document exceptions.
• Compile and review daily reports/logs/contingency lists.
• Answer phones promptly and maintain proper phone etiquette. 
• Record, document follow up to ensure requests have been met.  
• Process all payment types, vouchers, paid outs, and charges. 
• Supervise front desk operations as appropriate: staff according to business demands
• Obtain manual authorizations and follow all accounting procedures. 
• Manage all aspect of guest contactless index
• Perform other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Education and Experience

• At least 2 years of related experience required.  
• Excellent written and oral communication skills. 
• Ability to work independently (and in a team).

Work Conditions & Physical Demands

• Work is performed indoors and outdoors in a commercial setting with regular exposure to cold, heat, noise, people, and equipment.
• Able to work independently or as a team member and support managers with special projects.
• Strong collaboration skills – works well across functional areas—excellent relationship-building skills; able to collaborate with various levels of the organization.
• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear, and taste or smell. The employee must occasionally lift or move up to 80 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Values We Seek

• Respect: Respect is shown by demonstrating a sense of self-awareness and reflecting on one's own words and actions to adapt, grow, and succeed. We embrace our differences while recognizing what brings us together.
• Collaboration: Collaboration begins with strengthening our relationships with our residents, owners, partners, and employees, relying on strong communication and a deep understanding of the values and needs of all those involved.
• Service-Focused: Understand what internal and external stakeholders value and anticipate their needs; strive to create a meaningful experience and build lasting relationships.
• Performance: Achieving exceptional performance requires us all to work on the right things at the right time and stay aligned with our business fundamentals and priorities. It also requires us to understand the business – carefully and critically analyzing our performance and metrics and weighing options and risks before making decisions.

Expected Hours of Work & Travel

Must be able to work various shifts when needed to cover during regular business hours, including weekends and evenings.

EOE/Disabled/Veterans Statement

We are an Equal Opportunity Employer. Each applicant for employment is solely based on job qualifications, regardless of race, color, religion, sex, sexual orientation, genetic information, age, disability, national origin, veteran status, or any other classification protected by law.

Background Check Process

Employment with Savour Hospitality is contingent on completing a complete background check process, including reference, pre-employment drug testing, credit, and criminal background review.

Acknowledgment:

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job.   The employee signature below constitutes the employee's understanding of the requirements, essential functions, and duties of the position. Duties, responsibilities, and activities may change with or without notice.