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Guest Services Supervisor

4 months ago

Edmonton, Canada TownePlace Suites by Marriott Edmonton South Full time

Oversee and assist with amenity, gift shop, pantry needs (if applicable)
- 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
- Ensure guest room delivery of newspapers (if applicable)
- Relays safety guidelines to customers (in room safes, safety deposit box, etc.)
- Consistently communicate performance and standards to staff
- May conduct monthly departmental meetings
- Maintain a cooperative and positive work environment
- Treat all associates with fairness, impartiality, and consistency
- Adhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the associate handbook
- Work schedule necessary to supervise department, including evenings, weekends, and holidays
- Be an enthusiastic, helpful, and positive member of the team
- Be professional, responsible and mature in conduct and behavior
- Be understanding of, encouraging to and friendly with all co-workers
- Be self-motivated and use time wisely
- Communicate pertinent information and maintain open line of communications with each department
- Respond positively to new ideas and openly accept critical/developmental feedback
- Participate in the Manager on Duty program
- Maintain effective communication through the use of meetings, logbooks and bulletins
- Be available to help other departments in emergency situations
- Have an understanding of budgeting, including staffing guidelines
- Adhere to proper purchasing procedures
- Have a basic understanding of financial statements
- Ensure Front Desk adheres to proper procedures involving guest credit and direct bill
- Assist in recruiting new associates
- May be asked to interview and select staff
- Provide orientation and training for staff
- Identify and encourage appropriate behavior
- Identify, discourage, and retrain inappropriate behavior
- Assist with the evaluation of associate’s performance and provide feedback often
- Assist in the discipline and termination of associates, when necessary
- Maintain a clean and orderly work area
- Complete weekly and monthly reports
- Ensure transactions are properly documented
- Ensure all cash, checks and credit cards are handled and accounted for properly
- Ensure sifts are closed properly
- Prepare Front Desk Schedule
- Reconcile room discrepancies daily with Executive Housekeeper
- Respond promptly to GM, Company and Franchise requests
- Ensure Maintenance issues are documented
- Respond promptly to Executive Housekeeper requests
- Attend required meetings
- Maintain an adequate level of supplies
- Make sure front office equipment is in good working order
- Reading, writing and basic math

**Safety & Security**
- Maintain awareness of undesirable persons on property premises.
- Ensure uniform and personal appearance are clean and professional and maintain confidentiality of proprietary information
- Properly handle and account for keys
- Be knowledgeable of policies regarding emergency procedures and security concerns
- Ensure protection of guests’ room number

**Physical Requirement**
- All associates must maintain a neat, clean and well-groomed appearance per Company Standards
- Due to the cyclical nature of the hospitality industry, associates 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 are required.
- 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
- Ability to spend extended lengths of time viewing a computer screen.
- Requires manual dexterity to use and operate all necessary equipment, including office equipment.

**Education & Experience**
- High school diploma or equivalent education preferred
- Driver’s License required
- Hospitality experience desired

**Salary**: $16.00-$17.00 per hour

**Benefits**:

- Extended health care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Overtime
- Weekend availability

Ability to commute/relocate:

- Edmonton, AB T6W 2P6: reliably commute or plan to relocat