Front Office Supervisor in Marriott's Club Son Antem at Marriott Vacations Worldwide Call Center

Date Posted: 9/11/2018

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

POSITION SUMMARY

Responsible for all Front Office related issues during the daily shifts. Assist in conducting 15 minutes training and on the job training as well as perform quality checks.

To assist guests efficiently, courteously and professionally in all Front Office related functions. To maintain MVW's high standard of service and hospitality at all times. Handle guest complaints in a professional manner.

Front office supervisor could be request to act as Rooms Controller, coordinate apartment's assignments to maximize room revenue and efficiencies based on arrival and departure patterns and special requests.

Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Process payments for rental equipment, recreation activities, facility rentals, or retail sales. Comply with quality assurance expectations and standards. Reach, bend, twist, pull, and stoop; move, lift, or carry objects weighing less than or equal to 25 pounds; stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested.

CRITICAL TASKS

Essential Job Functions

  • Be punctual and wear the nametag and uniform at all times during working hours.
  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with MVCI policies and procedures and update your knowledge of all MVW product lines.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Work with all MVCI colleagues as a team, supporting their needs within the team and those of the business at all times.
  • Handle guest check-in and check-out efficiently and in a professional manner, following the company procedures.
  • Hand over any relevant information with the relevant departments or shifts, using the right ways of communication.
  • Read the memo board, to keep updated on all current information.
  • Always use the correct telephone etiquette.
  • Develop a thorough knowledge of resort property, resort staff, resort services and the hours of operation.
  • Maintain a high standard of personal hygiene and wear proper uniform at all times.
  • Ensure the cleanliness and neatness of the Front Desk and office.
  • Understand the resort fire and safety procedures.
  • Handle guest complaints in a professional and hospitable manner.
  • Assist in conducting 15 minutes training.
  • Conducting daily quality checks on all Front Desk related issues and tasks.
  • Responsible for on-the-job training.
  • Adhere to all company policies and procedures.
  • Have a basic knowledge of resort rates, vouchers and discounts, as well as basic knowledge of Marsha reservation system.
  • Assisting and responsible for the preparation of the arrivals by allocating the apartments following the requests policy of the resort.
  • On a daily basis ensure a correct cashier closing of all Front Office staff, following accounting guidelines and procedures.
  • Responsible for providing all cashiers with sufficient cash during the shifts.
  • Ensure that all policies and procedures are followed by all employees at the Front Desk.
  • Ensure that all employees at the Front Desk have the latest information, know about all policies & procedures, or about any changes to them.
  • Conduct tasks and roles as instructed by departmental & Resort Management as business requires.

Rooms controller responsibilities

  • Handle guest welcome and express check in coordination together with Express check in Agent/Supervisor, Gate staff and Customer Experience Manager.
  • Assist the Front Desk during peak check-out and check-in hours and acts accordantly as supervisor.
  • Ensure proper handling of owner allocation, keeping them as first priority.
  • 3+ owner's allocation request need to be fulfilled at any time.
  • Prepare Express Check-ins as required.
  • Check trace file for arriving groups and VIPs.
  • Interact with Front Desk Manager regarding the proper handling of allocation request.
  • Interact with housekeeping, especially with Housekeeping Coordinator regarding VIP arrivals, expediting apartments, preferred apartments to be cleaned first and gets cleaning times during weekends.
  • Run necessary reports for shift.
  • Check and verify reasons for all maintenance rooms and updates accordantly Front Office, Maintenance and Housekeeping.
  • Answer rooms control phones within required time frame. Answer front desk phones as necessary.
  • Check house count and establish selling position with shift manager; keep current throughout shift.
  • Pre-block special requests, VIP, owners, and rental guests. Ensure that all guaranteed room types and special requests are met.
  • Prepare coupons for special package rates and prepare pre-registration materials as necessary.
  • Prepare any VIP welcome card and gift same as Marriott Rewards elite Platinum member gift and welcome card.
  • Process check-ins and check-outs per standards as required and calls apartments not checked out after 10 am.
  • File express check-in packages in coordination with the Express check in Agent/Supervisor.
  • Ensure that the requirements for daily checklists are met, keeping daily record of the check list.
  • Maintain room change list for front desk.
  • Attend weekly forecast and other meetings as required.
  • Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
  • In charge of apartment blocking for Annual Maintenance, "Legionella", RDA, and any other upcoming projects like power saving.
  • VD tracking on Fridays, Saturdays and Sundays
  • Controls and update MOD apartment check statistic.
  • Responsible of coordinating with Mant., HSK. And Reservations The ANM., 2nd. ANM., Outside painting, Legionella process or any another process needed, which involves a big blocking of apart.

Guest Satisfaction

  • Ensures that families with small kids and older people get checked-in to an apartment immediately even before official check in time at 16.00 h.
  • Handle guest welcome in an efficiently and in a professional manner, following the company procedures.
  • Sets a positive example for guest relations.
  • Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.
  • Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
  • Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
  • Always use the correct telephone etiquette, and ensure FO staff is doing so as well.
  • Familiarize with MVCI Enterprise Balanced Scorecard, focusing on our Vision and Mission, ensuring complete guest service satisfaction.

Financial Management

  • Maximize room revenue with correct guest allocation, avoiding unnecessary empty spaces between one and other guest stays.
  • Avoid apartment moving whenever possible, as these means saving for Housekeeping.
  • Allocates guest in the same apartment for the whole stay and therefore avoids at least one moving.

Job qualifications

  • Education: Hospitality business study.
    • Job experience: 2 years practical experience at Front Office Department.
    • Languages: Fluent in English and Spanish. Good command of spoken Spanish. Additional Languages are plus.
    • Computer knowledge: MS Office, Outlook, Opera, Marsha, Guestware Software. Concierge Assistant Software is a plus.

Job requirements

  • Maintain a neat and professional appearance at all time.
  • Frequent bending, kneeling and stooping, lifting up to 15kg, climbing ladders and up to 5 floors of stairs.
  • Resort walk around during MOD shifts
  • Good visual observation.
  • Long standing hours.
  • Stress resistant.
  • Good communication skills.
  • Flexible (working hours).

Marginal job functions

  • Assist in conducting 15 minutes training
  • Assist in implementing procedures and documenting them
  • Attend management meetings as replacement of reception management when required.

Others:

Perform other duties as required to meet the needs of the department or as instructed by Management.

CRITICAL COMPETENCIES

Analytical Skills

  • Learning

Interpersonal Skills

  • Customer Service Orientation
  • Diversity Relations
  • Team Work
  • Interpersonal Skills

Communications

  • Communication
  • Listening
  • Telephone Etiquette Skills
  • English and German Language Proficiency

Personal Attributes

  • Dependability
  • Presentation
  • Safety Orientation
  • Integrity
  • Positive Demeanor
  • Adaptability/Flexibility
  • Initiative

Organization

  • Multi-Tasking

Personal Attributes

  • Generating Enthusiasm

Certifications/Training

  • Recreation Equipment
  • CPR Certification
  • First Aid Certification
  • Any certification/training required by local/state agencies
  

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

No related work experience is required

Supervisory Experience

No supervisory experience is required

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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