Guest Services Supervisor

AC By Marriott Vancouver Waterfront•Vancouver, WA

About The Position

AC Hotel Vancouver Waterfront is seeking an attentive, engaging, and service-oriented Guest Services Supervisor. The role oversees the smooth operation of the front desk during an assigned shift and represents the hotel to guests throughout their stays. It performs front desk activities—including reservations, guest services, and telephone calls—in a professional, efficient, and courteous manner. The supervisor supports staff workflow, promotes hotel services, responds to guest needs, and demonstrates hospitable and accommodating service.

Requirements

High school diploma or GED, one year of related experience and/or training, or an equivalent combination of education and experience.
Ability to read, write, and speak English.
Ability to read and interpret simple and complex documents, reports, manuals, and correspondence, and to write documents, reports, and correspondence.
Ability to speak effectively and clearly to individuals and groups.
Basic math skills and experience handling cash and credit card procedures.
Advanced basic computer job skills, including logging on to systems, communicating by email, composing documents, and entering database information.
Attention to detail.
Ability and flexibility to work various shifts, including evenings, weekends, and holidays.
Excellent communication skills, including presentation, persuasion, and negotiation skills.

Responsibilities

Supervise the workflow of front desk staff during the assigned shift.
Use suggestive selling techniques to sell rooms and promote hotel services, and upsell rooms according to hotel procedures.
Follow guest-service guidelines for check-in, reservations, checkout, special requests, and preregistration.
Explain hotel promotions and amenities to guests during lags in phone or in-person conversations.
Respond promptly to guest inquiries and complaints, offering alternate solutions when guest requests cannot be met.
Demonstrate commitment to guest service through hospitable and accommodating conduct.
Document guest accidents by completing the accident report form.
Maintain punctual, regular, and predictable attendance.
Work collaboratively with the team and contribute to hotel and company goals.
Communicate effectively and remain calm and courteous under pressure when working with guests and coworkers.
Take direction respectfully from the Department Manager.
Follow safety policies and procedures and report unsafe activities to a supervisor.
Provide leadership by example and by sharing knowledge and skills.
Perform other duties as assigned by the Department Manager.