Guest Service Supervisor

Renaissance Edmonton Airport Hotel•Edmonton, AB

11d•Onsite

About The Position

We're looking for a Guest Services Supervisor who can embody the Marriott philosophy of "Take care of your associates, and they will take care of your guests." As a leader in our industry-leading lifestyle brand, you'll oversee all areas within the front office department by supervising, monitoring, and developing your team members, ensuring they have current knowledge of hotel products, services, facilities, events, and pricing. In addition to all of that, you'll welcome and acknowledge all guests according to Renaissance standards, anticipate and address their needs, and thank them with genuine appreciation. You'll also monitor room inventory and guest credit limit throughout all shifts, and maintain LQA and GSS goals, while also maintaining employee engagement.

Requirements

High school diploma or GED and at least 2 years of experience in a management or supervisory role within a hotel.
Or, if you have a 2-year degree in Hotel and Event Management or a related major, you should have 2 years of experience in any management role.
Excellent communication skills
Ability to train and performance manage ambassadors
Talent for building a successful team
Adaptable
Customer-focused
High work standards

Responsibilities

Supervise, monitor, and develop team member performance, including scheduling, counseling, evaluations, performance management, and recognition. Train and onboard new ambassadors.
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies, and local area information.
Recognize and appreciate Marriott Rewards Elite level guests; enroll new guests in Marriott Rewards.
Welcome and acknowledge all guests according to Renaissance standards, assist individuals with disabilities, and thank guests with genuine appreciation.
Monitor room inventory and guest credit limits throughout all shifts.
Oversee all areas of the Front Office, including front desk, delighted to serve, bell and navigator desk, and concierge lounge.
Maintain LQA and GSS goals by adhering to quality expectations and standards.
Communicate with guests, fellow ambassadors, and management using clear and professional language.
Develop and maintain positive working relationships with others and respond appropriately to concerns.
Follow all company and safety policies; report accidents, injuries, and unsafe conditions; complete safety training and certifications.
Facilitate proper emergency evacuation procedure with all departments of the property.
Ensure uniform and personal appearance is clean and professional in accordance with R Image
Available to cover morning, afternoon, evening and overnight shifts as required by Front Office Manager
Maintain confidentiality of proprietary information, and protect company assets.
Stand, sit, or walk for an extended period of time.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by the Front Office Manager.