Guest Experience Supervisor

Role Overview

Guest Experience Supervisor at Marriott. This position is responsible for front-desk operations, guest services, and team supervision at a Marriott property.

Role Purpose

Process guest check-ins and payments, manage front-desk operations, supervise and develop team members, and ensure exceptional guest experiences through accurate account setup, secure transactions, and responsive service delivery.

Key Responsibilities

Guest Check-In and Account Management

• Process all guest check-ins, verifying guest identity and form of payment.
• Assign rooms and activate/issue room keys.
• Set up accurate accounts for each guest according to their requirements.
• Enter Marriott Rewards information.
• Ensure rates match market codes and document exceptions.
• Verify and adjust billing information.
• Secure payment prior to issuing room key.

Financial Operations

• 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.
• Complete cashier and closing reports.
• Compile and review daily reports, logs, and contingency lists.

Guest Service

• Supply guests with directions and property information.
• Accommodate guest requests and contact appropriate staff if necessary.
• Follow up to ensure requests have been met.
• Welcome and acknowledge guests.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.

Team Leadership and Development

• Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships.
• Support team to reach common goals.
• Listen and respond appropriately to employee concerns.

Security and Compliance

• Notify Loss Prevention/Security of any guest reports of theft.
• Follow company policies and procedures.
• Report accidents, injuries, and unsafe work conditions to manager.
• Complete safety training and certifications.
• Maintain confidentiality of proprietary information.
• Protect company assets.

General Operations

• 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 and POS systems.
• Maintain clean and professional personal appearance.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.

Additional Information

• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Marriott International is an equal opportunity employer, committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.