Cluster EBC Supervisor

Additional Information: This hotel is owned and operated by an independent franchisee, FAS Hospitality Company L.L.C. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job Summary:

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Oversee all on-site details for executing group events, develop and follow checklist/itinerary, and troubleshoot event problems.

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Serve as liaison and contact person for coordinating details of events with clients, outside vendors, meeting planners, and others involved in events.

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Design, confirm, and communicate room layouts and set-up requirements for special events.

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Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, and reservations.

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Transmit information or documents using computer, mail, or facsimile machine.

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Operate standard office equipment other than computers.

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Prepare weekly departmental payroll paperwork.

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Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.

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Follow all company and safety and security policies and procedures, report accidents and injuries, and complete safety training and certifications.

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Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, protect company assets, and visually inspect tools, equipment, or machines.

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Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, and thank guests with genuine appreciation.

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Speak with others using clear and professional language, prepare and review written documents accurately and completely, and

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answer telephones using appropriate etiquette.

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Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.

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Ensure adherence to quality expectations and standards.

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Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.

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Perform other reasonable job duties as requested by Supervisors.

Safety and Security

▪ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

▪ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

▪ Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures

▪ Follow company and department policies and procedures.

▪ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

▪ Protect the privacy and security of guests and coworkers.

▪ Maintain confidentiality of proprietary materials and information.

▪ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Guest Relations

▪ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

▪ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specificprocess (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

▪ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

▪ Address guests' service needs in a professional, positive, and timely manner.

▪ Assist other employees to ensure proper coverage and prompt guest service.

▪ Thank guests with genuine appreciation and provide a fond farewell.

▪ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

▪ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

▪ Speak to guests and co-workers using clear, appropriate and professional language.

▪ Talk with and listen to other employees to effectively exchange information.

▪ Provide assistance to coworkers, ensuring they understand their tasks.

▪ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

▪ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

▪ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

▪ Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email). Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

▪ Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

▪ Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.

▪ Coordinate tasks and work with other departments to ensure that the department runs efficiently.

▪ Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.

▪ Encourage and motivate employees to perform their best, take responsibility for tasks and assignments.

This company is an equal opportunity employer.

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