At Your Service Supervisor

JOB SUMMARY
Coordinate the process of receiving, tracking and resolving guest issues. Providing leadership and direction with the assistance of the Front Office Manager for the “At Your Service (AYS)Department”.

CORE WORK ACTIVITIES
- Supervise AYS agents and runners to ensure prompt and complete resolution of guest calls and requests.
- Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean.
- Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
- Follow property specific procedures for handling emergency situations
- Actively listen and respond positively to guest questions, concerns, and requests.
- Address guests' service needs in a professional, positive, and timely manner.
- Answer telephones using appropriate etiquette, transferring calls to appropriate person/department.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
- Take, upsell Room Service orders and check back on their satisfaction according to the JW Marriott Standards.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Answer, record, and process all guest calls, requests, questions, or concerns.
- Follow up with guest regarding satisfaction with guest-related issues.
- Communicate parking procedures to guests/visitors.

SKILLS
- Oral comprehension
- Analytical Thinking
- Public Safety and Security
- Customer and Personal Service
- Telephone Etiquette Skills
- Electronic Communication

EDUCATION and EXPERIENCE
- A two year (associate) degree or Bachelor’s degree in related fields. Min. 2 years of experience in a similar supervisory position.