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Guest Services Supervisor - Marriott Fort Collins, Colorado
Job Overview
Employment Type
Full-time
Hourly
Compensation
Hourly
Range $18.00 - $21.00
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Vacation pay
Holiday pay
Same-day pay
Employee assistance program
Career growth opportunities
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 renowned multi-award-winning hotel development and hospitality management company dedicated to excellence in the hospitality industry. With a strong reputation for delivering exceptional guest experiences, Hotel Equities oversees a diverse portfolio of properties across the United States, ensuring that each hotel under its management operates with the highest standards of service, quality, and efficiency. The company prides itself on fostering a team-driven and values-based culture where employees are supported and empowered to achieve their full potential while contributing to the success of the organization and the satisfaction of its guests. Operating hotels that range from upscale to... Show More
Job Requirements
- Must have 1-2 years hotel front desk experience
- Supervisory experience is strongly preferred
- Familiarity with Marriott, Hilton, IHG, Wyndham or Hyatt standards
- Ability to speak, read, write and understand the primary workplace language
- Basic communication skills
- Basic computational and computer skills
- Knowledge of hotel services and facilities
- Ability to stand and move well-paced for extended periods
- Ability to lift up to 15 lbs occasionally
- Manual dexterity for operating office equipment
- Strong problem-solving and communication abilities
- Flexibility to work nights, weekends, and holidays
- Passion for guest service and teamwork
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
- 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
- Must be able to stand and exert well-paced mobility for up to 4 hours
- 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
- Vision occurs continuously with functions like 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
- 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 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
- Ensure phones/switchboard, check-ins/check-outs, reservations, shuttle or transportation service are handled properly
- 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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