Hotel Operations Supervisor

hace 1 día


San José, San José, Costa Rica Marriott Worldwide A tiempo completo
Job Description

Marriott Worldwide is committed to providing exceptional guest experiences. We are seeking a skilled and detail-oriented Supervisor-Front Desk to join our team.

Main Responsibilities:

  • Assist staff with expediting problem payments, ensuring timely resolution and excellent guest satisfaction.
  • Follow up with guests regarding satisfaction with guest-related issues, fostering a positive and responsive environment.
  • Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys, guaranteeing seamless check-in experiences.
  • Process various payment types, including room charges, cash, checks, debit, or credit, maintaining accurate records and secure transactions.
  • Set up accurate accounts for each guest upon check-in, ensuring efficient and organized operations.
  • Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations, showcasing flexibility and adaptability.
  • Block rooms in the computer and identify designated requirements and requests, streamlining communication and resource allocation.
  • Contact relevant individuals or departments as necessary to resolve guest calls, requests, or problems, promoting effective collaboration and issue resolution.
  • Coordinate with Housekeeping to track readiness of rooms for check-in, optimizing operational efficiency and guest satisfaction.
  • Review shift logs/daily memo books and document pertinent information in logbooks, maintaining accurate records and supporting informed decision-making.
  • Count bank at the beginning and end of shift, ensuring security and accountability.
  • Balance and drop receipts according to Accounting specifications, upholding financial accuracy and compliance.
  • Support management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees, serving as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
  • Report accidents, injuries, and unsafe work conditions to manager, complete safety training and certifications, and prioritize guest and employee well-being.
  • Adhere to company policies and procedures, maintain confidentiality of proprietary information, and ensure uniform and personal appearance are clean and professional.
  • Anticipate and address guests' service needs, fostering a culture of exceptional customer service.
  • Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships with others, promoting teamwork and collaboration.
  • Ensure adherence to quality expectations and standards, upholding Marriott Worldwide's commitment to excellence.


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