Guest Service Supervisor

JOB SUMMARY DUTIES AND RESPONSIBILITIES

• Effectively supervise and support the day to day operations of the front desk.
• Ensure all tasks assigned by superior are completed in timely manner, and any outstanding tasks are properly communicated to the Duty Manager/Front Office Manager on duty.
• Responsible to keep all Front Office Standards and Procedures in line with Marriot Brand Policies. 
• Ensure the proper follow up of the room requests & co-ordination with housekeeping regarding the priorities in room cleaning
• Ensure department policies and procedures are understood by all employees and observed in tasks performed.
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
• Ensure all guests positive and constructive comments are passed onto the Duty Manager on duty when necessary.
• Manage all aspects of customer service during the shift in conjunction with, and in the absence of, the Duty Manager/Front Office Manager
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain communication channels between hotel guests and all hotel departments both verbally and in writing as required.
• Use every opportunity to promote hotel facilities and maximize hotel revenue.
• Supervisors are to be able to motivate the junior staffs to upsell and promoting hotel rooms and other outlets in the hotel
• Must be able to coach and train junior staffs
• Must be very familiar with Marriott Bonvoy program
• Must be very familiar with Upsell strategies
• To carry out cashier duties includes collect payment upon check in / check out

JOB SPECIFICATION

Educational /Academic: High School, Diploma or Equivalent

Requirements: College/University degree 

Experience: Preferably 2-3 year experience in similar field

Specific Knowledge & Skills Required: OPERA

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.