Senior Supervisor-Westin Executive Club

Job description

POSITION SUMMARY

 

·  WCL Senior Supervisor to run through all the arrival guests and preferably to assign the room reservations 3 days in advance to avoid incident happen ( travelling with family or special request)
·  Ensure all guest are being treated in an efficient and courteous manner that all Marriott International standards are being applied. 
·  Ensure brand standards are complied consistently with all the policies and procedures.
·  Coordinate with other departments in order to facilitate increased levels of communication and guest satisfaction.
·  Responsible for enhancing the product and services that is presented to guest.
·  Assisting WCL Assistant Manager in developing promotional programs.
·  Maintain close communication with team and department.
·  Empower and sharing of information in providing technically proficient, courteous and timely service.
·  Able to make changes that respond to guest needs, both present and anticipated.
·  Ensure all interactions with guests are handled professionally and with care adhering to hotels policies and procedures.
·  Ensure Westin Club Lounge as well as buffet areas are kept clean and tidy at all times through out the day.
·  To ensure the quality of enrolments is according to the audit requirement.
·  Give direction to associates and responsible for the implementation of plans.
·  Empowers and coaches associates in providing technically proficient, courteous and timely service.
·  Maintains open and excellent communication with all department heads.
·  Maintains up-to-date status on in-house groups, functions, arrivals and departures. Reviews VIP arrivals and makes certain that guest’s needs for special requests are met.  
·  Achieve Marriott Bonvoy enrolment and upselling.
·  Ensure all training is carry out as plan.
·  Measures currents levels of service performance against previously measured benchmarked performance and constantly strives for improvements. 

 

Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

 

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. 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.

 

PREFERRED QUALIFICATIONS

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

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

Supervisory Experience:          No 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 Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​team, and  become  the best version of you.