Guest Services Supervisor - Marriott Fort Collins, Colorado

Fort Collins, CO, USA|Onsite

Job Overview

Employment Type

Temporary

Full-time

Part-time

Hourly

Compensation

Hourly

Range $18.00 - $21.00

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Medical

Dental

Vision

vacation

Holiday pay

Same-day pay

Employee assistance program

career growth

Manager training

Reduced room rates

Third party perks

401(k)

employee discount

flexible schedule

Flexible spending account

Life insurance

Parental leave

Referral program

Job Description

Hotel Equities is a multi-award-winning hotel development and hospitality management company known for its commitment to excellence and delivering exceptional guest experiences. As a prominent player in the hospitality industry, Hotel Equities manages a diverse portfolio of hotels across the United States, focusing on elevating standards of service and operational efficiency. The company's dedication to quality and innovation has earned it numerous accolades, reflecting its status as a leader in hotel management and development. At its core, Hotel Equities strives to create welcoming environments where guests feel valued and employees thrive in supportive, growth-oriented workplaces. The Marriott located in Fort Collins, Colorado, is part of this prestigious portfolio and reflects the company's high standards in hospitality and guest services. This location benefits from a strategic partnership with Marriott and adheres to the exceptional brand standards synonymous with Marriott International. The Fort Collins area is known for its vibrant community, convenience, and a strong tourism sector, making the hotel a preferred destination for travelers both for business and leisure purposes.

The role of Guest Services Supervisor at the Marriott in Fort Collins is a key leadership position designed to increase customer satisfaction through the efficient and courteous management of Front Desk operations. This role demands oversight of the front desk team, ensuring a seamless check-in and check-out process, responding professionally to guest inquiries, and handling reservations and guest concerns promptly and efficiently. The Guest Services Supervisor is responsible for training, leading, and motivating the front desk team to deliver superior customer service that aligns with both Hotel Equities' and Marriott's high standards. The position requires a hands-on approach, especially during peak times, to maintain service quality and address any customer issues or operational challenges that may arise. This role also involves maintaining effective communication across departments, coordinating special guest requests, and managing the VIP program to ensure a personalized guest experience. Besides operational tasks, the Guest Services Supervisor plays an essential role in promoting hotel amenities and services, contributing to increased revenue while fostering a positive, team-driven culture. This is a full-time position offering an hourly wage of $18.00 to $21.00, providing a valuable opportunity for professionals passionate about hospitality to grow within a reputable company that values both its guests and its employees. Employees in this position are expected to work flexible schedules including nights, weekends, and holidays, reflecting the dynamic nature of the hospitality industry.

Job Requirements

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
length of time of these tasks may vary from day to day and task to task
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

Job Qualifications

1-2 years hotel front desk experience required
supervisory experience strongly preferred
experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards
ability to speak, read, write and understand the primary language(s) used in the workplace
good communication skills, both verbal and written
basic computational ability
basic computer skills
extensive knowledge of the hotel, its services and facilities
general knowledge of the city where hotel is located and its attractions

Job Duties

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
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
relay 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