Guest Service Supervisor

Overview Guest Service Supervisor role at Sheraton Hotels & Resorts. This position is located at Sheraton Hong Kong Hotel & Towers, 20 Nathan Road, Hong Kong, Hong Kong, China. Job Number: | Job Category: Rooms & Guest Services Operations | Schedule: Full Time | Location: Sheraton Hong Kong Hotel & Towers Responsibilities Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guests regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys. Process all payment types such as room charges, cash, checks, debit, or credit; set up accurate accounts for each guest at check-in (e.g., sharewiths, separate room/tax/incidentals, comps). 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 individuals or departments (e.g., Bellperson, Housekeeping) to resolve guest calls, requests, or problems. 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 10 pounds or less without assistance. Perform other reasonable job duties as requested. 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 Equal Opportunity At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, 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. #J-18808-Ljbffr