Guest Services Supervisor - Marriott Fort Collins, Colorado

Hotel Equities•Fort Collins, CO

3h•Onsite

About The Position

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Supervisor for the Marriott in Fort Collins, Colorado. To increase customer satisfaction by providing and overseeing efficient and courteous Front Desk service in accordance with the standards of the Company. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to the telephone and in-person inquires regarding reservations, hotel information and guest concerns.

Requirements

1-2 years hotel front desk experience required.
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
Must be able to stand and exert well-paced mobility for up to 4 hours in length.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to lift up to 15 lbs occasionally.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Ability to spend extended lengths of time viewing a computer screen.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment.
Being passionate about people and service.
Strong communication skills are essential when interacting with guests and employees.
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.
Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Nice To Haves

Supervisory experience strongly preferred.
Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

Responsibilities

Supervise and lead the operations of the front desk to ensure the optimal level of service and hospitality is provided to guests.
Train, direct the work of, resolve issues/problems, lead, and coach and counsel the front desk team members to ensure a quality operation.
Ensure that Front Desk Associates understand and anticipate guests’ expectations.
Empower associates to satisfy guests and to make decisions.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality of service.
Ensure that the following Font Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment: Phones/Switchboard, Check-ins/Check-outs, Reservations, Shuttle or transportation Service.
Oversee and assist with amenity, gift shop, pantry needs.
Ensure messages, wake-up calls, mail, and faxes are handled properly.
Ensure guests’ laundry/dry cleaning is picked up and returned.
Personally assist Front Desk Associates during peak times, breaks, tardiness and absences.
Review all in-coming reservations, pre-block rooms with special requests, and coordinate special requests with appropriate staff members.
Ensure VIP program is executed properly.
Be available to help other departments in emergency situations.
Maintain effective communication with each department including through meetings, log books, bulletins and emails.
Communicate all pertinent information.
Relays safety guidelines to customers (in room safes, safety deposit box, etc.).
Model desired behavior.
Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
Complete shift closing accurately.
Have complete knowledge of hotels rooms, function space, restaurant, other outlet, and services at the hotel.
Follow all company standard operating procedures (SOP).
Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
Other duties as assigned by managers.