Operations Supervisor

Marriott•Silver Spring, MD

3h•Onsite

About The Position

The Operations Supervisor is responsible for completing designated cashier and closing reports, reviewing shift logs, and documenting pertinent information. This role involves resolving guest issues by contacting appropriate departments, processing guest check-ins by verifying reservations and identity, assigning rooms, and issuing room keys. The supervisor will also sell accommodations to guests without reservations, ensure rate accuracy, and process outlet charges to rooms. Additionally, the role includes assisting management with employee training, evaluation, and motivation, serving as a role model, and upholding the Guarantee of Fair Treatment/Open Door Policy. The supervisor must report accidents and unsafe conditions, complete safety training, and adhere to all company policies and procedures, maintaining a professional appearance and protecting company assets. A key aspect of the role is providing excellent guest service, including welcoming guests, anticipating needs, assisting individuals with disabilities, and thanking guests with appreciation. Communication skills are essential, involving speaking clearly and professionally, answering telephones with proper etiquette, and developing positive working relationships. The position requires adherence to quality standards and the ability to stand, sit, or walk for extended periods, as well as lift and move objects weighing up to 25 pounds.

Requirements

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
At least 1 year of supervisory experience.

Responsibilities

Complete designated cashier and closing reports in the computer system.
Review shift logs/daily memo books and document pertinent information in logbooks.
Contact appropriate individual or department to resolve guest call, request, or problem.
Process all guest check-ins by confirming reservations, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key.
Sell a room/accommodation to guests without reservations based on availability.
Ensure rates match market codes and any exceptions are documented.
Ensure checks from outlets are scanned and charged to room.
Assist management in training, evaluating, counseling, disciplining, and motivating and coaching employees.
Serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
Report accidents, injuries, and unsafe work conditions to manager.
Complete safety training and certifications.
Follow all company policies and procedures.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information.
Protect company assets.
Welcome and acknowledge all guests according to company standards.
Anticipate and address guests’ service needs.
Assist individuals with disabilities.
Thank guests with genuine appreciation.
Speak with others using clear and professional language.
Answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Ensure adherence to quality expectations and standards.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.