Dimension Development Company has successfully been developing, acquiring and managing full-service, all-suite, and focus service hotels. Together with our owning partners we have produced winning combinations in markets throughout the country. Dimension's current management portfolio includes hotels in the Hilton, Holiday, Marriott and Starwood brand families. These hotels include Courtyard by Marriott, Embassy Suites, Fairfield Inn, Sheraton Four Points, Hampton Inns, Hilton, Holiday Inns, Holiday Inns & Suites, Homewood Suites by Hilton, Residence Inn by Marriott and TownePlace Suites by Marriott. The company operates 42 hotels in 11 states, and is actively working to acquire additional management contracts and acquire and/or develop additional hotel properties.

Dimension is a growth-oriented, hospitality management company maintaining long-term management contracts. Because Dimension's philosophy is geared towards long-tem management of assets, we take a significant interest in all aspects of property performance, product quality and service excellence. Many other hospitality management groups, who do not have long-term affiliation with a particular hotel as their goal, do not share. This philosophy translates into higher levels of guest satisfaction and product quality.

The Courtyard by Marriott Rancho Bernardo is looking for a Guest Service Supervisor to join our team at the front desk. The Guest Service Supervisor is responsible for assisting the Front Office Manager in all facets of front office operations and is responsible for ensuring the hotel meets its goals for guest satisfaction, associate satisfaction and profitability. Minimum one year experience as a front office associate is required with good references from your last hotel property. 

POSTIION STANDARDS AND ESSENTIAL DUTIES

Guest Service

Projects a professional image of the hotel (dress, appearance, etc.). Has a friendly, personable style with guests. Anticipates customer needs before they ask.

Responds promptly and follows through on guest complaints in effective and friendly manner. Recognizes and rewards effective guest service of front desk staff. Meets or exceeds department guest service feedback/complaint goals.

Manages guest service problems with minimum assistance from Front Office Manager. Informs Front Office Manager of serious guest problems.

Develops creative solutions to guest service problems.

Technical Knowledge

Verifies accuracy of front desk reports and shift paperwork.

Knowledge of all hotel services and products such as athletic facilities, special event, etc.

Monitors selling efficiency of front desk staff and telephone operators to insure maximum ADR is maintained during their staff.

Operations

Supervises workflow of front desk staff during shift.

Registers guests into hotel rooms according to procedures and policies.

Assists in pre-registration and blocking of rooms for reservations due to arrive.

Adheres to hotel credit policies and procedures, including credit card authorization, direct bill accounts, check cashing, cash-payment guests, telephone deposits, etc.

Coordinates room status with the housekeeping department such as late checkouts, extended stays, early check-ins, special requests, etc.

Uses proper telephone etiquette when answering all telephones. Understands and uses voicemail producers accurately.

Treats employees fairly, consistently and with respect. Recognizes and rewards excellent performance. Encourages and promotes teamwork. Maintains a positive work environment. Sets a positive example for all subordinates.

Must be able to read, write and speak English. Must be able to read and interpret simple and complex documents, reports, manuals, and correspondence. Must be able to write simple and complex documents, reports, and correspondence. Must be able to speak effectively with clear speech to individuals and groups. Multilingual skills helpful but not required.

Must be able to apply common-sense logic and understanding to carry out instructions provided in written and/or oral form. Must have the ability to solve problems involving several variables in given situations and interpret a variety of instructions provided in written and/or oral form. Must be able to demonstrate effective interpersonal skills, sound judgment and decision-making. Must be able to utilize mathematical skills, including the ability to add, subtract, multiply and divide. Must be able to accurately perceive, comprehend, and analyze situations, data, and incidents. Must be able to memorize codes and instructions, such as those required for using the hotel’s computer system.

CORE COMPETENCIES

Achievement Orientation: Demonstrates the desire to improve, to do things better, to success, by committing oneself to accomplishing challenging objectives or competing against a self-defined standard.

Initiative/Proactivity: Demonstrates the tendency to act on one’s own, to be persistent, to go beyond the job description, to do more than what is asked, to look to the future.

Flexibility: Demonstrates the ability to adapt to work effectively with a variety of situations, individuals or groups.

Commitment to Organizational and Professional Values: Demonstrates the tendency to act consistently in accordance with key organizational and professional values/standards and to promote them within the organization.

Organizational Influence and Impact: Demonstrates the ability to effectively influence others, such as providing information and giving other ownership of one’s ideas, developing group support for a position, or using third-party experts.

Customer Service Orientation: Demonstrates the desire to serve others or to do something that is of value to others. Displays a positive disposition at all times.

Creative Problem Solving: Demonstrates the ability to identify patterns between situations that are not obviously related and to identify the key issues in complex situations.

Developing Others: Demonstrates the ability to effectively teach, train, develop or otherwise improve the skills of others.