We are seeking a dynamic and customer-focused Guest Services Supervisor to lead our front desk team in delivering exceptional hospitality experiences. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for providing outstanding guest service. This role involves overseeing daily operations at the front desk, ensuring guest satisfaction, accounting, administrativeand supporting a welcoming environment for all visitors. Bilingual or multilingual skills are highly valued to assist a diverse clientele and enhance guest interactions.
Duties
- Supervise and coordinate the daily operations of the Front Desk to ensure efficient and seamless guest service.
- Welcome guests with professionalism and oversee the check-in and check-out process.
- Manage multi-line phone systems, respond to guest inquiries, and provide accurate information regarding hotel services, amenities, and local attractions.
- Resolve guest concerns promptly and professionally, escalating issues as required to maintain high levels of guest satisfaction.
- Train, mentor, coach, and support Front Desk team members while ensuring adherence to company service standards and hospitality protocols.
- Oversee reservations, room assignments, billing procedures, and payment processing.
- Perform Front Desk duties as required and provide operational support during busy periods.
- Ensure the Front Desk and lobby areas remain organized, professional, and welcoming.
- Collaborate with Housekeeping, Maintenance, and other departments to coordinate guest requests and special accommodations.
- Develop, implement, and ensure compliance with hotel policies, procedures, and operational standards.
- Order office and operational supplies while monitoring inventory levels.
- Prepare, review, and submit daily operational and financial reports accurately and on time.
- Maintain accurate guest records and documentation to support operational efficiency and continuous improvement.
- Preparing and reconciling daily revenue reports.
- Processing guest billing accurately and resolving billing discrepancies.
- Balancing cash, credit card, and other payment transactions.
- Performing daily audits and ensuring financial records are accurate.
- Assisting with accounts receivable, deposits, and other accounting functions as required.
- Maintaining confidentiality and accuracy in all financial reporting
Qualifications
- Proven experience in hotel or hospitality front desk operations; supervisory experience is preferred
- Excellent customer service skills with a friendly, professional demeanor
- Strong phone etiquette and experience managing multi-line phone systems
- Ability to communicate effectively in multiple languages; bilingual or multilingual abilities are highly desirable
- Knowledge of guest services standards within the hospitality industry
- Exceptional organizational skills with attention to detail
- Ability to handle stressful situations calmly and efficiently
- Flexibility to work different shifts as needed to support 24/7 guest services
- Must have good cash handling skills.
- Marriott or hotel chain working experience is an asset however, extensive training will be provided.
- Demonstrated knowledge of health and safety regulations as it relates to the position will be considered an asset.
- Demonstrated skills in database (CRM) applications, Microsoft Office including Word, Excel, internet considered an asset.
- A hospitality professional with previous Marriott, Guest Service, or another related hotel experience (Preferred)TermsApplicants must have a valid driver’s license and/or dependable transportation to report to workThis description excludes non-essential and marginal functions of the position hat are incidental to the performance of the fundamental job responsibilities. Specific examples in this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. Detailed job-related duties will be outline in a complete task list will be provided upon hiring and/or assigned by the associate during employment.
TownePlace Suites by Marriott Victoria Airport Sidney is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law
Work Location: In person
Pay: From $24.00 per hour
Benefits:
- Dental care
- Flexible schedule
- On-site parking
Work Location: In person
