REPORTS TO: General Manager
The Rooms Supervisor is responsible for assisting the Guest Services Manager and Housekeeping Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue, guest/employee satisfaction, and occupancy.
Education & Experience:
At least 2 to 3 years of progressive experience in a hotel or a related field required. High School diploma or equivalent required.
College course work in related field helpful.
Previous supervisory responsibility preferred.
Must have a valid driver's license for the applicable state.
Flexible and long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to stand during entire shift.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must be able to work well in stressful, high pressure situations, including ability to handle guest objections and disputes to satisfactory results.
Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
Must maintain composure and objectivity under pressure.
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
Must be able to work days, nights, weekends, and holidays.
DUTIES & FUNCTIONS
Approach all encounters with guests and employees in a friendly, service-oriented manner.
Maintain regular attendance in compliance with Marriott standards, as required by scheduling which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
Comply at all times with Marriott standards and regulations to encourage safe and efficient hotel operations.
Maintain a friendly and warm demeanor at all times.
Set the standard for guest relations at the Front Desk.
Obtain all necessary information when taking room reservations.
Monitor all V.I.P. and special guest requests.
Review Front Office log and Trace File daily.
Fully comprehend and execute all relevant phases of the front desk computer system.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Be aware of all rates, packages, and promotions currently underway.
Be familiar with all in-house groups.
Be aware of all closed out and restricted dates.
Be able to perform all duties of Guest Services Agent.
Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel (set example for other employees, be the team leader).
Assist the G.S.M. in ensuring that employees are following and maintaining Marriott standards (i.e., answering phones, call-backs to guests, guest request log).
Have knowledge of and assist in all emergency procedures as required.
Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and all other employees.
Inspect public areas, restrooms, fitness center, pool area, offices and service areas after being cleaned by Housekeeper to ensure quality standards are met.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees
Ensure the maximization of room revenue.
Answer all guest inquiries in a timely and professional nature.
Be involved in departmental meeting, planning and execution.
Help maintain productivity levels at or above budgeted standards.
Perform any other duty as required by management.
Assist in training of new hires and current employees on a regular basis.
Attend meetings as required by management.
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