Crestline Hotels & Resorts

  • Rooms Operations Supervisor

    Hotel Name Marriott Peachtree Corners Atlanta
    Posted Date 1 month ago(8/23/2019 10:29 AM)
    Job Location
    Bonus/Incentive Pay
    Not Applicable
  • Overview

    The Rooms Operations Supervisor supervises the operation of the front desk and housekeeping to maintain the highest productivity, employee morale, and guest service as possible.  He/She will accommodate hotel patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.  Supervises and coordinates work activites of the housekeeping staff.


    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.


    • Greet, register, and assign rooms to guests of hotels.
    • Verify customers' credit, and establish how the customer will pay for the accommodation.
    • Contact housekeeping or maintenance staff when guests report problems.
    • Make and confirm reservations.
    • Issue room keys and escort instructions to bellhops.
    • Keep records of room availability and guests' accounts, manually or using computers.
    • Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
    • Compute bills, collect payments, and make change for guests.
    • Record guest comments or complaints, referring customers to managers as necessary.
    • Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
    • Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
    • Plan, schedule or supervise the work of other employees.
    • Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
    • Responsible for assisting guests with check-in and check-out, plus all special requests for services or information, in accordance with SOP's.
    • Assists in training of new associates and maintains constant training of agents as cashiers.
    • Ensures all members of the staff are completely familiar with all hotel emergency procedures.
    • Works with desk agents to balance at end of shift and ensures completion of shift checklist.
    • Smiles and greets all guests immediately in a gracious and professional manner; handles all guest questions and problems within empowerment guidelines.
    • Resolve guest complaints, ensuring guest satisfaction.
    • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
    • Maintain complete knowledge at all times of: Verify room status on A.M. report; report discrepant rooms; prioritize and update status of check-out rooms.
    • Ensure that assigned staff has reported to work; document any late or absent employees.
    • Coordinate breaks for assigned staff. Prepare and distribute assignment sheets to assigned staff and review priorities.
    • Assign designated guest room keys and beepers to assigned staff.
    • Maintain accurate record of such and ensure security of keys.
    • Communicate additions or changes to the assignment sheets as they arise throughout the shift.
    • Inspect supply levels of floor closets.
    • Assign designated personnel to rectify any deficiencies.
    • Check Room Attendant's carts for proper supplies, neatness, cleanliness and mechanical problems.
    • Inspect rooms cleaned by assigned Room Attendants, using designated checklist.
    • Directly contact Room Attendant and relay any deficiencies to be corrected.
    • Update room status after approving cleanliness and condition in accordance with departmental standards.
    • Check vacant rooms, verify status and update status of discrepant rooms throughout the shift.
    • Check DND rooms and verify status.
    • Mark dirty sheets of randomly selected assigned rooms and follow up to ensure Room Attendants have changed bed sheets.
    • Counsel Room Attendants on any discrepancies.
    • Inspect public areas/bathrooms, fitness center, pool area, offices and service areas after being cleaned by Floor/Lobby Attendants, using designated checklists.
    • Directly contact respective personnel and relay any deficiencies to be corrected.
    • Complete work orders for maintenance repairs and submit to Housekeeping Clerk.
    • Contact Engineering directly for urgent repairs.
    • Conduct training of staff as assigned.
    • Provide feedback on staff performance to manager.
    • Report disciplinary problems to manager and participate in the counseling of employees.
    • Document pertinent information in department log book.


    Education & Experience:

    • High School Graduate or General Education Degree (GED).
    • Two (2) to three (3) years of supervisory experience preferred, with at least one year experience at the front desk.
    • Basic computer skills required.

    EEO/AA Employer Disclosure

    Crestline Hotels & Resorts is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.


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