Description

POSITION PURPOSE

Oversee the daily operations of the Guest Services Departments. Ensure that staff meets hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments in the absence of the Front Office Manager.

ESSENTIAL FUNCTIONS

1. Ensure Front desk is following the WELCOME process, have proper understanding of Marriott BONVOY membership, use of the 10/5 rule, check- out process is efficient, and telephone prop. Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, (i.e. proper public relations techniques are utilized, guests are handled both courteously and professionally. Proper identification, input of personal information, and credit are established and all posting, rate schedules, packages, cash transactions, account settlements and deposits are handled correctly).
2. Ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally stating first name, calls are answered in a timely manner and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through, Guest and Associate requests are input into GPX, follow up calls are made to guest and time of tasks completed.
3. Oversee the completion of training for the departments (Front Desk, PBX, Bell, Marketplace, Corporate Lounge Attendant). Direct and assist staff in organizing breaks, ensuring that all work is completed efficiently and according to schedule. Monitor all checklists making sure they are being completed correctly and in a timely fashion.
4. Assist with overseeing the Bell Department in absence of the Captains. Check Lounge and ensure open and closed on time as well as operated efficiently.
5. Lead by example by arriving at workplace on time with tools and all equipment needed for service as well as ensuring staff follows suit. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Balance the house and block rooms according to standard. Review the daily room availability and inform staff in Buzz sessions. Check status of departures on a daily basis. Make sure all stock for necessary printing is ordered. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, Night Audit, and the Front Office Manager. Ensure Night Audit is processing all tasks correctly and completely. Assist with the Marriott/BONVOY 95% redemptions.
6. Ensure all necessary reports, edited time punches, Daily Department Associate Audits, and forms are completed daily. Track and log all upgrades, call-offs, and guest complaints. Assist in new-hire and termination process. Pre- screen Guest Services applicants, complete reference checks, new hire paperwork, and all associate paperwork for payroll processing. Complete guest accounting with accuracy and ensure skip accounts are completed in a timely manner. Review that cancelation and no-show fees are being completed by night audit. Assist with reviewing department invoices and departmental monthly budget.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Westin/Sheraton Carlsbad Resort & Spa rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• This position will require associate to train during the overnight hours in order to have a clear understanding and successfully complete a Night Audit shift when the need should arise.
• Assist Guest Relations/Receivables as necessary.
• Any other duties as assigned by the Front Office Manager.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• 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.

• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent customer relations skills and leadership capability.
• Must be detail oriented with outstanding organizational and communication skills.

• Must possess basic computational ability.
• Must possess basic computer skills.

• Must have excellent leadership capability and customer relations skills.

• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Physical Demands

• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 4 hours per day. Walking and standing are required the rest of the working day. 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.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

Qualifications

QUALIFICATION STANDARDS

Education & Experience

• Must have high school diploma or equivalent.
• Two to Three Years Front Desk Experience required
• One-year Supervisory Front Desk Supervisor Experience required
• Two to Three Years Management Experience preferred

Licenses or Certificates

Not applicable

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Westin/Sheraton Carlsbad’s standards.

Attendance:

Regular attendance in conformance with the standards, which may be established by Westin/Sheraton Carlsbad Resort & Spa from time to time, is essential to the successful performance of this position. Employees with irregular attendance / tardies will be subject to disciplinary action, up to and including termination of employment. Upon employment, all employees are required to fully comply with Westin/Sheraton Carlsbad Resort & Spa rules and regulations will be subject to disciplinary action, up to and including termination of employment.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Ownership:

This job opportunity for employment is being made available by Grand Pacific Hotel Services, L.P., the owner and the employer of all associates working at Westin/Sheraton Carlsbad Resort & Spa. Marriott International is not the owner or operator of Westin/Sheraton Carlsbad Resort & Spa. Marriott International is not the direct or indirect employer or joint employer of any associates working at Westin/Sheraton Carlsbad Resort & Spa. Marriott International does not control, govern or regulate any aspect of recruitment or employment at Westin/Sheraton Carlsbad Resort & Spa. Marriott International is not responsible for any aspect of your application, candidacy, or employment at the resort, nor shall Marriott International be liable for the data collection, use and privacy practices of the Westin/Sheraton Carlsbad Resort & Spa’s owner or operator.