ゲストサービス スーパーバイザー / Guest Service Supervisor

Job description

POSITION SUMMARY

**日本語スキル必須 / Japanese language skill is a must.**

すべてのゲストのチェックインを処理し、ゲストの身元、支払い方法の確認、部屋の割り当て、ルームキーの有効化/発行を行う。各ゲストの要件に応じて、正確なアカウントを設定する。マリオットリワード情報を入力する。料金がマーケットコードと一致していることを確認し、例外を記録する。ルームキーを発行する前に支払いを確認し、請求額を確認／調整する。デイリーレポート、ログ、緊急時対応リストをまとめ、確認する。キャッシャーおよびクロージングレポートを作成する。ゲストに道順やホテル情報を提供する。ゲストのリクエストに対応し、必要に応じて適切なスタッフに連絡する。リクエストに応えられるようフォローアップする。すべての支払いタイプ、伝票、出金、チャージを処理する。領収書の残高を確認する。シフトの最初と最後にバンクを数え保管する。手動承認を取得し、すべての会計手続きに従う。ゲストから盗難の報告があった場合、ロスプリベンション／セキュリティに連絡する。

従業員のトレーニング、評価、カウンセリング、動機付け、コーチングにおいて経営陣を補佐し、公正な待遇の保証／オープンドアポリシープロセスのロールモデルとなり、最初の窓口となる。良好職場環境を構築・維持し、チームが共通の目標を達成できるようサポートする。会社の方針と手続きに従う；事故、怪我、危険な作業状況をマネージャーに報告する。安全トレーニングと認定を受ける。身だしなみが清潔でプロフェッショナルであることを確認する。機密情報の守秘義務を守る。会社の資産を保護する。ゲストを歓迎し対応する。ゲストのサービスニーズを予測し対応する。障害のある人を支援する。ゲストに心からの感謝を伝える。明確でプロフェッショナルな言葉遣いで話し、書面を正確かつ完璧に準備・確認する。適切なエチケットで電話に応対する。品質基準を確実に守る。コンピューター／POSシステムを使用して情報を入力し、検索する。長時間立ったり、座ったり、歩いたりする。補助なしで10ポンド以下の物体を移動、持ち上げ、運び、押し、引き、置く。スーパーバイザーの要請により、その他の合理的な職務を遂行する。

 

Process 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. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

 

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. 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.

 

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

 

 

 

Marriott International 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.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.