Front Desk Operations Supervisor

Marriott Vacations Worldwide•Palm Desert, CA

21h•Onsite

About The Position

This position involves supervising the Front Office staff to ensure excellent owner/guest service. The supervisor will 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. The role also includes supervising other front desk associates to ensure property coverage and prompt owner/guest service, addressing their needs professionally, positively, and timely. Responsibilities include processing all owner/guest check-ins, confirming reservations and villa/room assignments, and processing all payment types such as room charges, cash, checks, and credit/debit cards. The supervisor will coordinate with Housekeeping to track the readiness of rooms for check-in, anticipate and address owner/guests' service needs, and assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees. The supervisor serves as a role model and the first point of contact for the Guarantee of Fair Treatment/Open Door Policy process. Marriott Vacations Worldwide is a leading global vacation company with over 20,000 associates worldwide, operating 7 iconic brands and approximately 120 Vacation Ownership Resorts, serving over 700,000 owner families with a 90%+ guest satisfaction score. They also manage over 3,200 affiliated resorts in over 90 countries and territories with approximately 1.6 million exchange network members. The company is committed to hiring a diverse workforce and sustaining an inclusive culture, focusing on creating fulfilling lives and vacations.

Requirements

Attention to customer service with a professional and pleasant personality.
Available to work a flexible schedule including evenings, weekends, and holidays.
A valid Driver's License active for at least one year is required.

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.
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.