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Guest Services Supervisor - Marriott Fort Collins, Colorado
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... Show More
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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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