Front Desk Supervisor in CopperWynd Resort & Club at Marriott Vacations Worldwide Call Center

Date Posted: 1/15/2020

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.

Processes all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enters Marriott Rewards Program information. Ensures rates match market codes, document exceptions. Secures payment prior to issuing room key, verify/adjust billing. Compiles and reviews daily reports/logs/contingency lists. Completes cashier and closing reports. Supplies guests with directions and property information. Accommodates guest requests, contacting appropriate staff if necessary. Follows up to ensure requests have been met. Processes all payment types, vouchers, paid-outs, and charges. Balances and drops receipts. Counts and secures bank at beginning and end of shift. Obtains manual authorizations and follow all Accounting procedures. Notifies Loss Prevention/Security of any guest reports of theft. Assists management in training, evaluating, counseling, motivating and coaching employees; serves as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develops/maintains positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. 

Reports accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. 

CRITICAL TASKS 

Safety and Security 

• Follows property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). 

• Reports work related accidents, or other injuries immediately upon occurrence to manager/supervisor. 

• Maintains awareness of undesirable persons on property premises. 

• Follows company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. 

• Identifies and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. 

• Completes appropriate safety training and certifications to perform work tasks. 

Guest Relations 

• Welcomes and acknowledges each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. 

• Listens and responds positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. 

• Anticipates guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. 

• Addresses guests' service needs in a professional, positive, and timely manner. 

• Thanks guests with genuine appreciation and provide a fond farewell. 

• Assists other employees to ensure proper coverage and prompt guest service. 

• Provides assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). 

• Engages guests in conversation regarding their stay, property services, and area attractions/offerings. 

Communication 

• Speaks to guests and co-workers using clear, appropriate and professional language. 

• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. 

• Talks with and listen to other employees to effectively exchange information. 

• Provides assistance to coworkers, ensuring they understand their tasks. 

• Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. 

• Prepares and reviews written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. 

• Exchanges information with other employees using electronic devices (e.g., pagers and two-way radios, email). 

Assists Management 

• Serves as a departmental role model or mentor by working alongside employees to perform technical or functional job duties. 

• Encourages and motivates employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements. 

• Ensures that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job. 

• Assigns and ensures work tasks are completed on time and that they meet appropriate quality standards. 

• Listens to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions. 

• Coaches and develops employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans). 

• Assists management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory). 

• Coordinates tasks and work with other departments to ensure that the department runs efficiently. 

• Collaborates with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores. 

• Assists management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood. 

• Serves as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process. 

• Collaborates with management to formally recognize hourly employees' performance contributions. 

Working with Others 

• Supports all co-workers and treat them with dignity and respect. 

• Handles sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. 

• Develops and maintain positive and productive working relationships with other employees and departments. 

• Listens to and consider the concerns of other employees, responding appropriately and effectively. 

• Partners with and assist others to promote an environment of teamwork and achieve common goals. 

Quality Assurance/Quality Improvement 

• Complies with quality assurance expectations and standards. 

• Monitors the performance of others to ensure adherence to quality expectations and standards. 

Physical Tasks 

• Stands, sits, or walks for an extended period of time or for an entire work shift. 

• Enters and locates work-related information using computers and/or point of sale systems. 

• Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance. 

Check-in/Check-out 

• Processes all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures. 

• Secures valid form of payment (e.g., credit card, cash) prior to issuing room key. 

• Advises guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. 

• Activates room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine. 

• Verifies and adjusts billing for guests. 

• Accommodates requests for room changes when possible. 

• Assigns room according to guest request and preferences whenever possible. 

• Files guest paperwork or documentation. 

• Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp). 

• Asks for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in. 

• Ensures rates match market codes and that any exceptions are documented and include an explanation. 

• Sells a room/accommodation to guests without reservations based on availability. 

Communications 

• Instructs guests on how to access the internet (e.g., dial-up, broadband, wireless). 

Reports/Recordkeeping 

• Reviews shift logs/daily memo books and document pertinent information in logbooks. 

• Prints contingency lists to have a record of all guests in case of emergency. 

• Runs daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. 

• Completes designated cashier and closing reports in the computer system. 

Greet/Escort Guests 

• Supplies guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. 

Guest Services 

• Contacts appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. 

• Follows up with guests to ensure their requests or problems have been met to their satisfaction. 

• Receives, records, and relays messages accurately, completely, and legibly. 

• Ensures that any outstanding requests or problems from the previous day receive priority and are resolved. 

• Answers, records, and processes all guest calls, requests, questions, or concerns. 

At Your Service/Delighted to Serve 

• Follows up with guest regarding satisfaction with guest-related issues. 

VIP/Concierge Services 

• Responds to special requests from guests/residents with unique needs. 

Cash Handling 

• Processes all payment types such as room charges, cash, checks, debit, or credit. 

• Processes adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges. 

• Balances and drops receipts according to Accounting specifications. 

• Counts bank at end of shift and secure bank. 

• Obtains manual authorizations and follow all Accounting procedures when computer system is down. 

• Counts bank at the beginning of shift to ensure that amounts are correct and that there is adequate change. 

Maintenance/Security 

• Notifies Loss Prevention/Security of any guest reports of theft. 

Policies and Procedures 

• Protects the privacy and security of guests and coworkers. 

• Ensures uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. 

• Maintains confidentiality of proprietary materials and information. 

• Follows company and department policies and procedures. 

• Protects company tools, equipment, machines, or other assets in accordance with company policies and procedures. 

• Performs other reasonable job duties as requested.

CRITICAL COMPETENCIES 

Analytical Skills 

• Problem Solving 

• Decision-Making 

• Computer Skills 

• Learning 

• Arithmetic Computation  Interpersonal Skills  • Customer Service Orientation  • Diversity Relations  • Team Work  • Interpersonal Skills  • Influence  • Negotiating  Communications   • Listening  • Communication  • Writing  • Telephone Etiquette Skills  • English Language Proficiency  • Applied Reading  • Form, Report, and Log Completion 

Personal Attributes  

• Integrity 

• Dependability 

• Positive Demeanor 

• Presentation 

• Stress Tolerance 

• Adaptability/Flexibility 

• Initiative 

• Safety Orientation 

• Self-Development 

• Innovation



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