Job description
Role Overview
Guest Experience Supervisor at Marriott. This role is responsible for managing front desk operations, guest services, and supervision of team members at a Marriott property.
Company Overview
Marriott International operates more than 100 award-winning properties worldwide. The Ritz-Carlton, part of the Marriott portfolio, is dedicated to delivering rare and special luxury service and is recognized as a global brand leader in luxury hospitality. The company is committed to being an equal opportunity employer, valuing diverse backgrounds and providing access to opportunity for all associates, including those with disabilities and veteran status.
Role Purpose
Ensure exceptional guest experiences through accurate check-in and payment processing, comprehensive guest service support, and leadership of front desk team members in accordance with Marriott's Gold Standards and service values.
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.
Payment and Financial Operations
- Secure payment prior to issuing room keys.
- Verify and adjust billing as needed.
- 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.
Reporting and Documentation
- Compile and review daily reports, logs, and contingency lists.
- Notify Loss Prevention/Security of any guest reports of theft.
Guest Service
- Supply guests with directions and property information.
- Accommodate guest requests and contact appropriate staff when 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.
Compliance and Safety
- 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.
- Ensure adherence to quality standards.
- Ensure personal appearance is clean and professional.
Communication and Operations
- Speak using clear and professional language.
- Prepare and review written documents accurately and completely.
- Answer telephones using appropriate etiquette.
- Enter and locate information using computers and POS systems.
Physical Requirements
- 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.
- Perform other reasonable job duties as requested by Supervisors.
Qualifications & Experience
- 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