Guest Experience Supervisor at Marriott International

CRITICAL TASKS

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Complete appropriate safety training and certifications to perform work tasks.
• Maintain awareness of undesirable persons on property premises.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Anticipate 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.
• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Provide 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).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer 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.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Assist 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.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Working with Others

• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 11 kilograms without assistance.

Reports/Recordkeeping

• Complete designated cashier and closing reports in the computer system.
• Maintenance/Security
• Notify Security of any guest reports of theft.

CRITICAL COMPETENCIES

• Analytical Skills
• Problem Solving
• Learning
• Decision-Making
• Computer Skills
• Interpersonal Skills
• Customer Service Orientation
• Team Work
• Diversity Relations 
• Interpersonal Skills     
• Communications
• English Language Proficiency
• Listening
• Telephone Etiquette Skills
• Electronic Communication
• Applied Reading
• Writing

Personal Attributes

• Stress Tolerance
• Dependability
• Positive Demeanor
• Presentation
• Integrity
• Adaptability/Flexibility
• Safety Orientation
• Initiative
• Innovation
• Self Development 
• Organization
• Time Management
• Multi-Tasking
• Planning and Organizing
• Detail Orientation        
• Physical Abilities
• Visual Acuity
• Assists Management
• Resolving Conflict
• Team Building