Job description

The TownePlace Suites by Marriott is seeking an Operations Supervisor that will ensure hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyalty. The Operations Supervisor schedules, trains, and coaches front desk team members in handling financial transactions accurately and in maintenance of required systems and records. While also assisting the Oh-lounge bar supervisor in facilitating operational excellence within their department and directly reporting to the Assistant General Manager.

RESPONSIBILITES INCLUDE:

• Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures.
• Proficient administration of the hotel's electronic reservation system
• Prompt, friendly response to guest requests or concerns with follow-up to ensure satisfaction.
• Compliance with hotel safety programs and procedures, including emergency and security systems.
• Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner.
• Ensures that new team members receive training in appropriate brand standards and in hotel procedures.
• Covering Front Desk/Night Audit and or bar Attendant duties as required
• Understands employee positions well enough to perform duties in employees' absence.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Proactively monitors customer accounts to minimize financial risk to the company and perform follow-up to ensure timely collection. Proactively communicates all A/R issues and developments to management.
• Research and resolve payment discrepancies, customer queries, and follow up on past due invoices. Prepare and process adjustments, within eligible guidelines, including misapplied payments, overpayments, etc.
• Perform assigned month-end close tasks.
• Be aware of all groups, packages and special promotions and translate to department communication tool
• Maintain and market promotions and guest programs
• Respond to CEC and guest satisfaction survey using Medallia and Salesforce
• Monitor the accurate production of the hotel daily operating report.
• Other duties as assigned by upper management.

REQUIREMENTS

• Experience in accurate cash handling and credit cards.
• Experience in maintaining security of confidential information, including guest registration and credit card information.
• Ability to pass certification tests required to meet brand standards.
• Experience working with a computer, including data entry.
• Ability to work well with others.
• Customer Focus, including experience in anticipating guest needs and responding pleasantly and professionally in a variety of settings and situations.
• Listening skills to ensure accurate understanding of guest wishes.
• Composure to work effectively under pressure and to address and resolve guest problems or concerns.
• Approachability to encourage effective communication with guests and fellow team members.
• Prior experience in hotel front desk positions required, supervisory experience preferred.
• MARSHA and FOSSE experience preferred.
• Lift, stand, squat with guest luggage of approx. 50-75 pounds.
• Valid California driver’s license for shuttle driving.
• Varied schedule which includes weekend, holidays, and overnight shifts

Job Type: Full-time

Pay: $15-$17

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekend availability

Experience:

• Hotel experience: 1 year (Required)
• Hotel supervisor: 1 year (Required)

License/Certification:

• Ohio license (Required)

Work Location: One location

Job Types: Full-time, Part-time

Pay: Up to $16.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 8 hour shift
• Overnight shift
• Weekend availability

Ability to commute/relocate:

• Hilliard, OH 43026: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Warehouse experience: 1 year (Preferred)

Work Location: In person

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