Guest Service Supervisor

Marriott Vacations Worldwide

3d•$31•Onsite

About The Position

The Guest Service Supervisor is responsible for processing all guest check-ins, verifying guest identity, form of payment, assigning rooms, and activating/issuing room keys. This role ensures accurate account setup according to guest requirements, verifies rates against market codes, and secures payment before issuing room keys. The supervisor also compiles and reviews daily reports, completes cashier and closing reports, provides guests with information and directions, and accommodates guest requests by contacting appropriate staff. Additionally, the role involves processing all payment types, balancing receipts, securing the bank at the beginning and end of shifts, obtaining manual authorizations, and following all accounting procedures. The supervisor also notifies Loss Prevention/Security of any guest reports of theft.

Requirements

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.
Attention to customer service with a professional and pleasant personality.
Available to work a flexible schedule including evenings, weekends, and holidays.

Responsibilities

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key.
Set up accurate accounts for each guest according to their requirements.
Ensure rates match market codes, document exceptions.
Secure payment prior to issuing room key, verify/adjust billing.
Compile and review daily reports/logs/contingency lists.
Complete cashier and closing reports.
Supply guests with directions and property information.
Accommodate guest requests, contacting appropriate staff if necessary.
Follow up to ensure requests have been met.
Process all payment types, vouchers, paid-outs, and charges.
Balance and drop receipts.
Count and secure bank at beginning and end of shift.
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 of the Guarantee of Fair Treatment/Open Door Policy process.
Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge guests; anticipate and address guests' 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.
Perform other reasonable job duties as requested by Supervisors.