Guest Service Supervisor

Marriott•Lahaina, HI

1d•Onsite

About The Position

This role involves overseeing guest services, including managing vehicle incidents, assisting guests with information and directions, directing traffic, and processing check-ins and check-outs. The supervisor will also be responsible for training and motivating staff, ensuring adherence to company policies and service standards, and maintaining a positive work environment. The position requires excellent communication and interpersonal skills, attention to detail, and the ability to handle various guest requests and operational tasks.

Requirements

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
At least 1 year of supervisory experience.
Ability to document all vehicle incidents and provide reports.
Ability to review shift logs/daily memo books.
Ability to supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
Ability to monitor and direct all vehicle traffic on property to ensure vehicles are legally parked and to maintain a smooth and efficient flow of traffic.
Ability to communicate parking procedures to guests/visitors.
Ability to arrange transportation for guests/visitors, record advance transportation request.
Ability to maintain security of vehicles and vehicle keys.
Ability to monitor and maintain parking areas/levels, report any potential security problems to manager/supervisor.
Ability to inspect property vehicles.
Ability to process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key.
Ability to set up accurate accounts for each guest according to their requirements.
Ability to enter Marriott Rewards information.
Ability to ensure rates match market codes, document exceptions.
Ability to secure payment prior to issuing room key, verify/adjust billing.
Ability to compile and review daily reports/logs/contingency lists.
Ability to complete cashier and closing reports.
Ability to supply guests with directions and property information.
Ability to accommodate guest requests, contacting appropriate staff if necessary.
Ability to follow up to ensure requests have been met.
Ability to process all payment types, vouchers, paid-outs, and charges.
Ability to balance and drop receipts.
Ability to count and secure bank at beginning and end of shift.
Ability to obtain manual authorizations and follow all Accounting procedures.
Ability to notify Loss Prevention/Security of any guest reports of theft.
Ability to assist management in training, evaluating, counseling, motivating and coaching employees.
Ability to serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
Ability to develop/maintain positive working relationships.
Ability to support team to reach common goals.
Ability to listen and respond appropriately to employee concerns.
Ability to follow company policies and procedures.
Ability to report accidents, injuries, and unsafe work conditions to manager.
Ability to complete safety training and certifications.
Ability to ensure personal appearance is clean and professional.
Ability to maintain confidentiality of proprietary information.
Ability to protect company assets.
Ability to welcome and acknowledge guests.
Ability to anticipate and address guests’ service needs.
Ability to assist individuals with disabilities.
Ability to thank guests with genuine appreciation.
Ability to speak using clear and professional language.
Ability to prepare and review written documents accurately and completely.
Ability to answer telephones using appropriate etiquette.
Ability to ensure adherence to quality standards.
Ability to enter and locate information using computers/POS systems.
Ability to stand, sit, or walk for an extended period of time.
Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Ability to perform other reasonable job duties as requested by Supervisors.

Nice To Haves

None

Responsibilities

Document all vehicle incidents and provide reports to management.
Review shift logs and daily memo books.
Provide guests with directions and information about property amenities, services, hours of operation, and local attractions.
Monitor and direct vehicle traffic to ensure legal parking and smooth traffic flow.
Communicate parking procedures to guests and visitors.
Arrange transportation for guests and record advance transportation requests.
Maintain security of vehicles and vehicle keys.
Monitor and maintain parking areas and report potential security problems.
Inspect property vehicles.
Process all guest check-ins, verifying identity, payment, assigning rooms, and issuing keys.
Set up guest accounts accurately according to requirements.
Enter Marriott Rewards information.
Ensure rates match market codes and document exceptions.
Secure payment before issuing room keys and verify/adjust billing.
Compile and review daily reports, logs, and contingency lists.
Complete cashier and closing reports.
Accommodate guest requests and follow up to ensure they are met.
Process all payment types, vouchers, paid-outs, and charges.
Balance and drop receipts.
Count and secure the bank at the beginning and end of shifts.
Obtain manual authorizations and follow all accounting procedures.
Notify Loss Prevention/Security of any guest reports of theft.
Assist management in training, evaluating, counseling, motivating, and coaching employees.
Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy.
Develop and maintain positive working relationships with team members.
Support the team to reach common goals and respond appropriately to employee concerns.
Follow company policies and procedures.
Report accidents, injuries, and unsafe work conditions to management.
Complete safety training and certifications.
Ensure personal appearance is clean and professional.
Maintain confidentiality of proprietary information and protect company assets.
Welcome and acknowledge guests, anticipate and address service needs.
Assist individuals with disabilities.
Thank guests with genuine appreciation.
Speak using clear and professional language.
Prepare and review written documents accurately and completely.
Answer telephones using appropriate etiquette.
Ensure adherence to quality standards.
Enter and locate information using computers/POS systems.
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 Supervisors.