Front Desk Operations Supervisor

Marriott Vacations Worldwide•Kaanapali, HI

1d•Onsite

About The Position

The Front Desk Operations Supervisor is responsible for overseeing the Front Office staff to ensure exceptional owner and guest service. This includes actively listening and responding to guest inquiries, concerns, and requests, as well as supervising other front desk associates to maintain property coverage and provide prompt, professional service. Key duties involve processing guest check-ins, confirming reservations, assigning rooms, and handling various payment types. The supervisor will also coordinate with Housekeeping to manage room readiness and anticipate guest service needs. Additionally, this role supports management in various human resources functions such as hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees, while also serving as a role model for company policies. Marriott Vacations Worldwide is a leading global vacation company focused on creating fulfilling experiences for its associates, owners, members, and guests.

Requirements

Attention to customer service with a professional and pleasant personality.
Available to work a flexible schedule including evenings, weekends, and holidays.
Complete safety training and certifications.
Follow all company policies and procedures.
Ensure uniform and personal appearance is clean and professional.
Maintain confidentiality of proprietary information.
Speak with others using clear and professional language.
Prepare and review written documents accurately and completely.
Answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Ensure adherence to quality expectations and standards.

Responsibilities

Supervise the Front Office staff to ensure excellent owner/guest service.
Actively listen and respond positively to owner/guest questions, concerns, and requests using brand or property specific processes to resolve issues and delight owners and guests.
Supervise other front desk associates to ensure property coverage and prompt owner/guest service addressing their needs in a professional, positive, and timely manner.
Process all owner/guest check-ins while confirming reservations and villa/room assignments.
Process all payment types such as room charges, cash, checks, and credit/debit cards.
Coordinate with Housekeeping to track readiness of rooms for check-in.
Anticipate and address owner/guests' service needs.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees.
Serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information.
Anticipate and address guests' service needs.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Ensure adherence to quality expectations and standards.
Perform other duties as assigned.