Guest Care Supervisor

AHC Hospitality•Grand Rapids, MI

22d

About The Position

From comfortably casual to lavishly appointed, AHC Hospitality represents a diverse array of hotels, restaurants, and resorts. Our team members provide exceptional experiences that delight our guests at every touchpoint. Whether hosting a meeting for several hundred, serving a table for two, or creating a beautiful space for our guests to enjoy, AHC Hospitality is full of opportunities for our guests, as well as our associates. We invest in supporting your growth and are a company who sees your success as our success. Choose a property that fits your personality: the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, Courtyard by Marriott Downtown -- and start your unstoppable career here. This is a full-time position requiring weekend availability. This position is eligible for full benefits (medical, dental & vision), 401K, paid vacation, discounted downtown parking, free employee meals, hotel and restaurant discounts and more. SUMMARY: Oversee the staff and daily operations in the Guest Care department. Enforce and maintain the expectations of AHC and Marriott Corporate including following QA standards. Ensure that each member of the team is displaying teamwork and excellent guest service by ensuring guest satisfaction and providing that "one degree" of service.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and must be able to run/walk and stand for upwards of 8 hours. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Knowledge of Hotel operating systems; FOSSE experience strongly preferred.
High school diploma or general education degree (GED); or six to nine months related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to guests, clients and other associates.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, diagram, or schedule form. Ability to problem-solve issues involving several variables in standardized situations.
Is regularly required to stand and walk
Is required to use hands and fingers to handle or feel objects
Is required to frequently reach with hands and arms
Is regularly required to talk or hear; taste or smell
Is occasionally required to sit and stoop; kneel, crouch, or crawl
Must occasionally lift and/or move up to 40 pounds
Specific vision abilities required by this job include close vision, distance vision, and peripheral vision

Responsibilities

Responsible for the Guest Care department staff
Assists Guest Care Manager with hiring process for Guest Care positions
Orients and trains associates per Courtyard By Marriott Guidelines and consistently keep the training manual up to date for each department
Enforce and follow AHC handbook policies and notify staff of any updates
Follow and Maintain QA standards as well as enforces with staff and notify of any updates.
Confers and cooperates with other departments to ensure coordination of activities.
Computes bill; collects payment, and makes change for guests throughout their stay.
Work directly with Guest Care Manager for inventory and Birchstreet orders.
Assists with writing reviews for staff. Consult with Guest Care Manager, before giving review to staff
Conduct write-ups and enforce department policies with staff along with the Guest Care Manager
Monitor any department equipment or damages throughout hotel and submit work orders to Engineering if needed
Ensure all daily task sheets are up to date and accurate
Actively work with staff when busy. When slow, cut staff or phase staff out. You will be working more than likely, the full 8 hour shift; your other staff should always leave before you.
Cover shifts if a Guest Care Associate calls off and no other coverage is available
In the event your staff calls off or does not show up, it is your responsibility to find a replacement or come in and cover for them.
Cross train in Night Audit and Housekeeping
Assign duties and shifts to Guest Care Associates and observe performance to ensure adherence to hotel policies and established operating procedures.
Ensuring the quality and level of service that the General Manager, AGM, Guest Care Manager, Manager on Duty and Guests expect is excellent and follows our company standards and policies.
Must be available to work as a PIC (Person in Charge) for the hotel on busy days/evenings/weekends/holidays.
Answering Emails and checking voicemail
Answer the phone after no more than two rings. Answer inquiries pertaining to hotel policies and services and transfer calls properly when needed.
Greet all guests using the proper AHC/Courtyard standards. Arrivals, departures, any communication.
Maintain public area cleanliness, overall deep cleaning, and maintain cleanliness throughout work areas.
Completing PO's at the time of order and submitting through Birchstreet
Attend/conduct Department Meetings and Manager Meetings
Oversee Guest Care Agents and delegate tasks when necessary
Work on completing weekly schedules
Post charges such as room, and market transactions to guest folio.
Enforce our hotel green policies
Trash/recyclables need to be taken out
BEO/Resume book needs to be cleared/updated daily with change logs and new weekly packets.
Following Marriott QA standards and actively working with staff to enforce all department standards.
Checking staff out and ensuring all of their daily tasks are completed, before they can leave for their scheduled shift
Any other additional responsibilities that may be asked by General Manager, AGM, Guest Care Manager or Manager on Duty