Guest Experience Supervisor

Role Overview

Guest Experience Supervisor at Marriott. Location not specified in source.

Company Overview

Aloft Hotels is part of Marriott International's portfolio of brands. Aloft offers a modern hotel experience designed as a hub for connection, with contemporary design and personality. The brand welcomes guests across diverse occasions—leisure travel, business meetings, family visits, and events—and seeks team members who value self-expression and authentic guest connection.

Marriott International is committed to equal opportunity employment and actively fosters an inclusive environment where the backgrounds, cultures, and experiences of all associates are valued and celebrated.

Role Purpose

Oversee guest check-in and payment processing, ensure accurate account setup and billing, manage daily financial reconciliation, and supervise front-line team members to deliver exceptional guest service and maintain operational compliance.

Key Responsibilities

Guest Check-In and Account Management

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

Payment and Billing

• Secure payment prior to issuing room key.
• Verify and adjust billing as needed.
• Process all payment types, vouchers, paid-outs, and charges.
• Balance and drop receipts.
• Obtain manual authorizations and follow all accounting procedures.

Financial Management and Reporting

• Compile and review daily reports, logs, and contingency lists.
• Complete cashier and closing reports.
• Count and secure bank at beginning and end of shift.

Guest Service

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

Supervision and Team Leadership

• 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 and 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.
• Notify Loss Prevention and Security of any guest reports of theft.
• Ensure personal appearance is clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.

Operations and Administration

• 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.
• Ensure adherence to quality standards.
• 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.

Skills & Competencies

• POS system and computer operation.
• Guest service and hospitality.
• Cash handling and financial reconciliation.
• Payment processing and billing verification.
• Team leadership and employee coaching.
• Written and verbal communication.
• Physical capability to stand, sit, or walk for extended periods.
• Physical capability to move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.

Additional Information

No license or certification required for this role.