Guest Relations Supervisor

POSITION SUMMARY

Guest Relations Supervisor is a key position in our resort that positively influences our Guests and Owners stays to meet and/or exceed their expectations.

The Guest Relations Supervisor is part of the Guest Relations team and reports directly to the Guest Relations Manager. Together with the team, they daily support all property operations, ensuring that the highest levels of hospitality and service are provided.

This person will continuously be in contact with our guests (face to face, by phone or by email) and is their reference person before, during and after their stay in our property. Manages requests, complaints, questions and suggestions that they have during their stay and supports the tracking and resolution of service issues by covering Manager On Duty shifts.

Support guest flow and engages conversation in the lobby, Front Office area, Restaurant & Bar and Pools areas during peaks hour and to positively impact guests’ arrival process.

 Respond to special requests from guests with unique needs and follow up to ensure satisfaction.  

WORKING RELATIONSHIPS

Reports to: Guest Relations / Guest Relations Manager

Supervises: N/A

Interfaces: All operating departments FO/HSK/Engineering/ Spa/F&B/etc.

CRITICAL TASKS

Essential Job Functions

Safety and Security

•  Report work related accidents, or other injuries immediately to Manager and HR department through the MOD report
•  Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
•  Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
•  Maintain awareness of undesirable persons on property premises.

Policies and Procedures

•  Protect the privacy and security of guests and coworkers.
•  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
•  Maintain confidentiality of proprietary materials and information.
•  Follow company and department policies and procedures. Have a basic knowledge of resort rates, vouchers and discounts, as well as basic knowledge of Marsha reservation system.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Guest Rooms

•  In case operation needs it, process all guest check-ins by confirming reservations in computer system (e.g., PMS, OPERA, MARSHA) verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
•  Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.
•  Accommodate requests for room changes when possible.
•  Review requests for late check-outs and approve according to occupancy.
•  Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
•  Place work orders in ASGARD system.

Guest Relations

•  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Responds and manages Owners/Guests’ comments, in a timely manner, received through the Guest Satisfaction Survey.
• Cover Manager On Duties shifts throughout the week (weekends included.)
•  Address guests' service needs in a professional, positive, and timely manner.
•  Assist other employees to ensure proper coverage and prompt guest service.
•  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
•  Thank guests with genuine appreciation and provide a fond farewell.
•  Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
•  Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
•  Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
•  Resolve conflicts and complaints in a genuine matter in order to make up our Guest and Owners stays.

Communication

•  Speak to guests and co-workers using clear, appropriate and professional language.
•  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
•  Talk with and listen to other employees to effectively exchange information.
•  Discuss work topics, activities, or problems with co-workers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assist management in establishing and communicating goals, performance expectations and ensure that they are understood.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

Working with Others

•  Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
•  Support all co-workers and treat them with dignity and respect.
•  Develop and maintain positive and productive working relationships with other employees and departments.
•  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
•  Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Quality Assurance/Quality Improvement
•  Comply with quality assurance expectations and standards.
• Physical Tasks
•  Stand, sit, or walk for an extended period of time or for an entire work shift.
•  Enter and locate work-related information using computers and/or point of sale systems.
•  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Greet/Escort Guests

•  Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
•  Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

Guest Services

•  Ensure proper coverage and execution throughout all zones of the lobby.
•  Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
•  Follow up with guests to ensure their requests or problems have been met to their satisfaction.
•  Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
•  Understand and be knowledgeable about all Food & Beverage menu and service standards within the Social Business and Individual Zone.
•  Deliver guest valet, packages and mail as well as other items required by guest.
•  Perform basic technology troubleshooting for the guests on the items located throughout the zones. These items may include personal computers, media centers pc’s, self-service kiosks, printing capabilities, wireless access, business center services, etc.
•  Apply knowledge of demographic behaviors and preferences and proactively connect those demographic preferences to hotel offerings/outlets VIP/Concierge Services
• Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
•  Respond to special requests from guests/residents with unique needs.
•  Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.

Job qualifications

• Education: Hospitality business study.
• Job experience: 2 years as Guest Relations agent or above, or 3 years as Front Office Agent.  
• Languages: Fluent in English and Spanish. Good command of spoken and written German is plus.
• Computer knowledge: MS Office, Outlook, Opera and Marsha is plus.

Job requirements

• Frequent bending, kneeling, and stooping, lifting up to 15kg, climbing ladders and up to 5 floors of stairs.
• Resort walks around during MOD shifts
• Good visual observation.
• Long standing hours.
• Stress resistant.
• Good communication skills.
• Flexible (working hours).
• Problem solving oriented.
• Always maintain a neat and professional appearance

Others:

• Perform other duties as required to meet the needs of the department or as instructed by Management.

CRITICAL COMPETENCIES

Personal Attributes

 Integrity

 Dependability

 Positive Demeanor

 Presentation

 Initiative

 Stress Tolerance

 Adaptability/Flexibility

Interpersonal Skills

 Team Work

 Customer Service Orientation

 Diversity Relations

 Interpersonal Skills

Communications

 Telephone Etiquette Skills

 English Language Proficiency

 Communication

 Writing

 Listening

Organization

 Detail Orientation

 Multi-Tasking

 Time Management

 Planning and Organizing

Analytical Skills

 Computer Skills

 Learning

 Problem Solving

 Decision Making

Computer Software

 Microsoft Office

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

3 years as Front Office Agent.

Supervisory Experience

2 years as Guest Relations supervisor agent

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.