Income Supervisor

Safety and Security
 Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
 Maintain awareness of undesirable persons on property premises.
 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.
Policies and Procedures
 Protect the privacy and security of guests and coworkers.
 Maintain confidentiality of proprietary materials and information.
 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.
 Perform other reasonable job duties as requested by Supervisors.
Guest Relations
 Address guests' service needs in a professional, positive, and timely manner.
 Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
 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.
 Thank guests with genuine appreciation and provide a fond farewell.
 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).
 Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication
 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.
 Speak to guests and co-workers using clear, appropriate and professional language.
 Talk with and listen to other employees to effectively exchange information.
Working with Others
 Support all co-workers and treat them with dignity and respect.
 Develop and maintain positive and productive working relationships with other employees and departments.
Quality Assurance/Quality Improvement
 Comply with quality assurance expectations and standards.
Physical Tasks
 Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
General Finance and Accounting
 Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
 Control and secure cash and cash equivalents for property according to cash handling policy and procedures.
 Record, store, and/or analyze information using property software.
 Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures.

Analytical Skills
 Learning
 Decision-Making Interpersonal Skills
 Customer Service Orientation
 Team Work
 Interpersonal Skills
 Diversity Relations Communications
 Communication
 Telephone Etiquette Skills
 Listening
 English Language Proficiency
 Applied Reading
Personal Attributes
 Integrity
 Dependability
 Presentation
 Positive Demeanor

PREFERRED QUALIFICATIONS
Education High school diploma/G.E.D. equivalent
Related Work Experience No related work experience is required
Supervisory Experience No supervisory experience is required

- NA

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