Business Center Supervisor
The Ritz-Carlton Grand CaymanPOSITION SUMMARY
Business Center Supervisor
Responsible for the management and administration of the Business Center Department in accordance with hotel standards. Partner with the Event Management Department for the successful execution of events and group programs. Lead and inspire a team of Business Center Agents and Event Concierge to deliver exceptional service. Oversee daily operations, including managing the Business Center amenities, organize and attend pre-conference meetings with Meeting Planners. Attend Banquet Event Order (BEO) meetings to ensure accurate communication and event execution. Assign Event Concierge coverage for all events and maintain smooth operational support throughout. Handle event shipping and receiving. Manage month end financial reporting and departmental forecasting. Responsible for on-boarding training, prepare weekly schedule and conduct annual performance reviews. Support recruitment and provide guidance through coaching, counseling and disciplinary actions as needed.
Collaborate with the Banquet Operations and Culinary Teams to ensure accurate and timely event setups. Build and maintain strong relationships with Event Planners and vendors to ensure seamless events and group programs while delivering the highest quality of service. Possess proven ability to address customer concerns with a proactive and positive approach, delivering exceptional personalized service in a dynamic environment and effectively managing multiple priorities. Coordinate with Accounting, Front Office Departments and Meeting Planners on billing matters as requested by Event Managers or Event Executives.
Flexible schedule availability, including early mornings, late evenings, weekends and public holidays. Ability to stand, sit, or walk for an extended period of time. Safely move, lift, carry, push or pull items up to 30 pounds without assistance. Willingness to perform additional reasonable duties as requested by supervisors
Other Key Responsibilities:
Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Manage all event shipping and receiving, month end accruals and reclasses. Notify Loss Prevention/Security of any guest reports of theft
Required Qualifications:
- 2 years of previous supervisory experience with a diverse and multicultural team.
- At least 1 year of experience in a luxury ambience
- Associate’s degree in hospitality, Business Administration, Sales & Marketing or affiliated discipline
- Previous knowledge of direct guest contact
- Fluent in English language, written & verbal
- Excellent communication skills
- Ability to manage budgeted expenses
- Outgoing, positive personality
- Outstanding computer skills in MS Office applications and computer hardware
Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.
Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 35 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: At least 1 year of supervisory experience.
License or Certification: None
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.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, 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.