Guest Relations Supervisor - Hotel Arts Barcelona

Marriott•Albuquerque, NM

13d

About The Position

The Guest Relations Supervisor responds to guest questions and follows up to ensure requests are satisfied. The role takes and confirms reservations and cancellations, provides information about property amenities, services, room features, and local interests, and arranges or identifies providers for requested services. The supervisor contacts relevant individuals or departments to resolve guest requests. The position collaborates with management to develop procedures and goals for improving department performance, assigns work, and ensures tasks are completed on time and to quality standards. It upholds company policies and procedures, maintains a clean and professional appearance, protects confidential information and company assets, and safeguards guest and coworker privacy and security. The role welcomes guests, anticipates service needs, assists individuals with disabilities, and communicates professionally with guests and coworkers. It also supports team goals, maintains quality expectations, and recommends and implements ways to improve efficiency, productivity, quality, safety, or cost savings. Other reasonable duties may be requested by supervisors. The role contributes to delivering The Ritz-Carlton Gold Standards and luxury guest service. Marriott International describes itself as an equal opportunity employer committed to welcoming associates and valuing their diverse backgrounds and experiences.

Requirements

At least 1 year of related work experience.
At least 1 year of supervisory experience.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Nice To Haves

High school diploma or G.E.D. equivalent.
No license or certification is required.

Responsibilities

Respond to guest questions and follow up to ensure requests have been met to guests’ satisfaction.
Take and confirm reservations and cancellations.
Provide information about property amenities, services, room features, and local areas of interest and activities.
Arrange requested guest services or identify appropriate providers, and contact relevant individuals or departments to resolve requests.
Collaborate with management to develop ideas, procedures, and goals for continuous department improvement.
Assign work tasks and ensure they are completed on time and meet quality standards.
Follow company policies and procedures; maintain a clean, professional uniform and appearance; protect confidential information, company assets, and the privacy and security of guests and coworkers.
Welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Communicate clearly and professionally, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
Develop positive working relationships, support team goals, and listen and respond appropriately to employee concerns.
Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement ways to improve efficiency, productivity, quality, safety, or cost savings.
Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Perform other reasonable job duties as requested by supervisors.
Learn and exemplify The Ritz-Carlton Gold Standards.