Guest Services Supervisor - Marriott Fort Collins, Colorado
1 day ago
Fort Collins
Job Description Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Supervisor for the Marriott in Fort Collins, Colorado. Job Purpose: To increase customer satisfaction by providing and overseeing efficient and courteous Front Desk service in accordance with the standards of the Company. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to the telephone and in-person inquires regarding reservations, hotel information and guest concerns. Key Responsibilities: • Supervise and lead the operations of the front desk to ensure the optimal level of service and hospitality is provided to guests., • Train, direct the work of, resolve issues/problems, lead, and coach and counsel the front desk team members to ensure a quality operation,, • Ensure that Front Desk Associates understand and anticipate guests’ expectations, • Empower associates to satisfy guests and to make decisions, • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality of service., • Ensure that the following Font Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment:, • Phones/Switchboard, • Check-ins/Check-outs, • Reservations, • Shuttle or transportation Service, • Oversee and assist with amenity, gift shop, pantry needs, • Ensure messages, wake-up calls, mail, and faxes are handled properly, • Ensure guests’ laundry/dry cleaning is picked up and returned, • Personally assist Front Desk Associates during peak times, breaks, tardiness and absences, • Review all in-coming reservations, pre-block rooms with special requests, and coordinate special requests with appropriate staff members, • Ensure VIP program is executed properly, • Be available to help other departments in emergency situations., • Maintain effective communication with each department including through meetings, log books, bulletins and emails., • Communicate all pertinent information., • Relays safety guidelines to customers (in room safes, safety deposit box, etc.), • Model desired behavior, • Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets., • Complete shift closing accurately., • Have complete knowledge of hotels rooms, function space, restaurant, other outlet, and services at the hotel., • Follow all company standard operating procedures (SOP), • Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook., • Other duties as assigned by managers Qualifications: • Supervisory experience strongly preferred., • Must be able to speak, read, write and understand the primary language(s) used in the workplace., • Must be able to read and write to facilitate the communication process., • Requires good communication skills, both verbal and written., • Must possess basic computational ability., • Must possess basic computer skills., • Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions., • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems., • Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task., • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis., • Must be able to lift up to 15 lbs occasionally., • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity., • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates, • Vision occurs continuously with the most common visual functions being those of near vision and depth perception., • Ability to spend extended lengths of time viewing a computer screen., • Requires manual dexterity to use and operate all necessary equipment., • Being passionate about people and service., • Strong communication skills are essential when interacting with guests and employees., • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc., • Basic math skills are used frequently when handling cash or credit., • Problem-solving, reasoning, motivating, and training abilities are often used., • Salary range $18.00-$21.00/hr, • Team Driven and Values Based Culture, • Medical/Dental/Vision, • Vacation & Holiday Pay, • Same-day pay available, • Employee Assistance Program, • Career Growth Opportunities/ Manager Training Program, • Reduced Room Rates throughout the portfolio, • Third Party Perks (Movie Tickets, Attractions, Other), • 401(k), • Employee assistance program, • Employee discount, • Flexible schedule, • Flexible spending account, • Life insurance, • Parental leave, • Referral program