Guest Services Supervisor

Job Description

Job Description

The Guest Services Supervisor is primarily responsible for meeting and maintaining guest satisfaction by creating remarkable and effortless experiences from the moment the guest arrives at the guest services desk area, providing a memorable and distinctive experience that will not be forgotten or mistaken. Provide leadership and empower the Guest Services TEAM to strive for excellence and repeat business.

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$23.82 hourly

• Ensure exceptional customer service by setting a positive example and providing our guests with the best service, courtesy, and care by responding promptly to guest requests, concerns, and complaints to ensure overall satisfaction.

• Assist with reviewing and sharing guest comments and scorecard results with team members to celebrate achievements.

• Foster strong working relationships within Guest Services and, equally important, with other departments by communicating effectively, verbally, and in writing to provide clear direction, assigning and instructing team members in work details. Share any relevant information with corresponding departments to ensure a successful outcome daily.

• Assist with leading and managing all aspects of guest services and activities to accommodate guests and maximize revenue. Conduct daily pre-shift/monthly meetings, use an effective monitoring/inspection program of guest services and rooms, ensure the application of company policy, procedures, and service standards in coordination with the Guest Services Manager.

• Your passion for service will be reflected by how you provide a smooth and carefree check-in and check-out for our guests while providing helpful information regarding guest room, hotel amenities, outlet hours, directions, promotions, or specials in the hotel's restaurant(s) and bar(s) and local attractions.

• Promptly complete the registration process via the guest room computer system and retrieve pertinent guest information such as guest rewards program member number, identification, number of guests, payment method, and incidental deposits.

• Quickly verify and imprint credit card authorization. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, traveler checks, and other forms of payment; post charges to guest rooms and house accounts.

• Confirm room rate, provide welcome folders and room keys, non-verbally confirm guest room number (s), certificates, safe deposit box information, coupons, and refreshment center keys as appropriate. Close out guest accounts at the time of check-out. Authorize revenue allowances for making it right situations. Prepare daily forecast of expected arrivals and departures.

• Promptly answer guest services telephone, make notations in guest room computer system of messages or requests, delivery messages, packages, and facsimiles as requested. Communicate special requests or requests for assistance to the appropriate department.

• Train new team members in the procedures and techniques of guest services. Training includes detailed instruction on service standards, sales techniques, guest room computer system, and telephone etiquette.

• Assist with meeting Team Member satisfaction by ensuring accurate payroll records. Daily review of time and attendance records is essential. Improve service performance by observing Guest Services team members and making recommendations to the management team of any non-adherence to company standards, policies, and procedures.

• Maintain workplace safety and corporate compliance by taking proactive measures and enforcing Hotel safety standards. o Ensure proper cleanliness, use, and repair of all guest services equipment and closet/storage areas; control inventories of room keys, welcome folder, writing utensils, and other supplies; advise the management promptly of supply levels. Immediately reports system failures, non-functioning telephone and computer equipment, etc., to the appropriate department.

• As assigned, assist with reviewing current standards such as those affecting Guest Services to ensure the hotel is in compliance. · Use a daily checklist to complete projects. · Ensure guest satisfaction includes the prompt return of lost items or items accidentally left behind in our hotels; therefore, overseeing the hotel's Lost & Found procedures is critical. · Provide instruction and guidance for guests' and team members' safety in fire or other emergencies. · Report all suspicious persons or activities, hazardous conditions, etc., to the Safety/Security Department.

• Other duties as assigned.

• High school diploma or GED preferred; 2-years' combined experience in guest services and supervisory experience in hotels or related professional area preferred, or · 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major, 1 year's experience in guest services management in hotels or related professional area. · Valid, current driver's license required.

• Tuberculosis clearance certification (CA) required.

• CPR Certification required, First Aid training, and AED Certification preferred.

• Given that our guests visit our hotels from all regions of the world, additional/multilingual ability is preferred.

Seattle Airport Marriott is conveniently located just a mile away from Seattle-Tacoma International Airport. It is the perfect option for business and leisure travelers, as well as anyone flying in or out of the airport. The hotel is located just a short drive away from downtown Seattle and numerous dining, shopping, entertainment, and nightlife options.

We offer a combination of benefits based on full-time and part-time eligibility, including

Medical, Dental, Vision, Consumer-Driven Health Plan, Health Savings Account, Accident Coverage, Critical Illness Coverage, Life Insurance, Pet Insurance, PTO, Sick Time, Brand Hotel discounts.