Guest Reception Supervisor
JW Marriott, The Rosseau Muskoka Resort & Spa
Minett, ON
Here's what we require in order to consider your application:
resume
one professional reference letter on company letterhead
your availability (seasonal or permanent)
Please email your information to rosseaujobs@marriott.com.
We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.
Guest Reception Supervisor

Role Summary

Reporting to the Rooms Operations leadership team, this position is responsible for overseeing the
performance of the Guest Reception team as well as the Bell desk team. This role provides guidance and
direction to associates.
Accountabilities

  • Scheduling of associates based on occupancy levels and administer payroll for the department
and reconciling of gratuities of associates

  • Provide coaching and guidance for associates based on service standards
  • Ordering and keeping inventory of supplies
  • Coordinate the cleaning of all areas of the Guest Reception team
  • Attend meetings as required
  • Provide training, coaching and guidance for associates based on service standards
  • Liaise with Housekeeping team, ensuring room assignments are being handled on a priority
basis

  • Respond promptly to requests from guests and other departments
  • Respond to guest complaints as needed
  • Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working
environment with active participation in the health and safety program

  • Adhere to all environmental policies and programs as required
  • 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
  • Anticipate sold-out situations and obtain satisfactory alternative accommodations when the
property cannot accommodate guests with reservations

  • Process all check-outs including resolving any late and disputed charges
  • Answer, record, and process all guest calls, messages, requests, questions, or concerns
  • Run daily reports (number of arrivals, departures), identify any special requests, and check
reports for accuracy

  • Oversee daily department operation, including start of shift briefings, project assignments, bill
discrepancies, and end of shift cash remittances

  • Work with Director of Rooms Operations and other supervisors to ensure that associates clearly
understand their job roles, responsibilities and performance expectations

  • Ensure that associates are trained on technical and service aspects of the job
  • Address guest concerns, requests, or issues either individually or by enlisting the help of others
  • Counsel associates on work related concerns and issues to ensure satisfaction and productivity
and assist in preparing and presenting performance documentation

  • Issue and distribute uniforms and ensure associates are following grooming standards
  • Other duties as assigned
Requirements

  • Diploma or Degree in Tourism or Hospitality, or working towards
  • 2 years of room operations leadership experience in a resort or hospitality setting
  • Proven fluency in MS Office tools (Word, Excel, and Outlook)
  • Proven track record in developing and maintaining service standards
Working Conditions

  • Must be able to work flexible hours including evenings, weekends and holidays
  • Required to move, lift, carry, pull and place objects weighing less than or equal to 10 pounds without
assistance

  • Stand, sit or walk for an extended period of time or for an entire shift
JW Marriott The Rosseau Muskoka is an equal opportunity employer. We are committed to inclusive,
barrier-free recruitment and selection processes and work environment in accordance with the
Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources department will work
with applicants requesting accommodations at any stage of the hiring process.

JW Marriott The Rosseau Muskoka is committed to building a more diverse workplace and encourages all
qualified applicants to apply.