Guest Services Supervisor

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Services Supervisor

Additional Information: This hotel is owned and operated by an independent franchisee, Splendid Holdings Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job Description

As a Guest Services Supervisor, you're at the heart of the hotel operations supporting the Reception and the Food and Beverage department. You're a true versatile supervisor and are able to adapt to changing business needs. You will support and drive the daily operations as well as supporting the Guest Service Manager in creating an engaging and supportive atmosphere.

Role in our Family

Reception:

- Oversee daily front desk operations, ensuring smooth check-ins and check-outs.

- Act as the first point of contact for escalated guest inquiries, requests, and complaints.

- Support and guide front office team members to deliver exceptional guest service.

- Monitor and ensure the cleanliness and organization of the reception and lobby areas.

- Assist in training team members on hotel standards, procedures, and guest service.

- Ensure guest requests and preferences are communicated effectively to relevant departments.

- Maintain and review guest feedback logs, addressing any concerns and escalating issues as needed.

- Promote Marriott Bonvoy membership, assisting team members in engaging guests.

- Support the Guest Service Manager with responding to Guest satisfaction surveys, departmental meetings and any engagement activities

F&B Operations:

- Supervise the setup and maintenance of the breakfast buffet, ensuring quality and presentation align with Marriott standards.

- Support the F&B team during service to provide a seamless guest experience.

- Monitor food safety and hygiene practices, ensuring compliance with regulations.

- Conduct regular checks on buffet replenishment and food quality.

- Assist in training team members on food handling and hygiene protocols.

- Ensure the cleanliness of restaurant areas, including tables and service stations.

- Assist with stock control, placing orders for F&B supplies as needed.

- Address guest feedback and escalate any concerns to management.

Team leadership:

- Support the Guest Service Manager with all new starters induction plans including, systems training, property familiarisation, compliance etc.

- Give feedback to Guest Service Manager to support with the probationary/review process of the new starter/team member.

- Ensure that the Guest Service Team is operating in line with the required Marriott standards.

- Support the Guest Services Manager with the development of the GSA team.

- Actively support employee engagement initiatives, building a cohesive and motivated team.

- Support the Guest Services Manager in with employee relations issues that may occur within the department with the support of the Regional People team.

- Undertaking Duty Management shifts and supporting the Senior Hotel Management team.

- Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience.

- Previous experience in a customer-facing or fast-paced hospitality role

- A genuine enthusiasm for creating extraordinary guest experiences and a desire to continually learn and progress

- A warm, open personality with an empathetic, relatable approach to guest and team interactions

- Strong attention to detail, with a commitment to ensuring every aspect of the guest experience is seamless

- Demonstrated ability to lead and inspire a team through hands-on guidance and support

- The drive to pursue a rewarding career in hospitality, with opportunities for growth and development

- Fluency in English

- Knowledge of the Opera system

What we Offer

We strive to create an amazing workplace where our staff feel happy, motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world, you can expand your personal and professional horizons and create unforgettable experiences for our guests. If you're interested in advancing your career, we offer various growth opportunities within the company. Additionally, we have other benefits on offer which we can discuss with you.

All Marriott Employee Benefits.

Apprenticeship programmes available.

Learning and Development Opportunities are available through our Leadership Development Programmes

20% discount for food and beverage including in-room dining at participating hotels worldwide. Food and beverage discount may not be available at some hotels or on certain holidays.

Uniform provided.

24/7 Employee Assistance Programme for you and your family.

Giving you access to counselling services, physical wellbeing & financial aid.

28 holiday days (pro rata for part-time).

Automatic Enrolment into a workplace pension scheme.

This company is an equal opportunity employer.

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