Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Supervisor for the Marriott in Fort Collins, Colorado.

Job Purpose:

To increase customer satisfaction by providing and overseeing efficient and courteous Front Desk service in accordance with the standards of the Company.

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to the telephone and in-person inquires regarding reservations, hotel information and guest concerns.

Key Responsibilities:

• 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 that the following Font Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment:
  • Phones/Switchboard
  • Check-ins/Check-outs
  • Reservations
  • Shuttle or transportation 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.
• Relays 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

Qualifications:

• 1-2 years hotel front desk experience required

Preferred Qualifications:

• Supervisory experience strongly preferred.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

• 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

Other:

• 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

What we offer:

• Salary range $18.00-$21.00/hr
• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program