Guest Experience Supervisor

Role Overview

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

Role Purpose

Deliver exceptional guest experiences by managing all check-in and payment processing, maintaining accurate guest accounts, and supervising front desk staff to ensure service standards and operational excellence.

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 for all guests.
• Ensure rates match market codes and document exceptions.
• Verify and adjust billing prior to issuing room keys.

Payment Processing and Cash Management

• Secure payment prior to issuing room keys.
• 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 and Support

• Supply guests with directions and property information.
• Accommodate guest requests and contact appropriate staff as necessary.
• Follow up to ensure all guest 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 with team members.
• 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 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.
• Ensure adherence to quality standards.

Physical Duties

• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing 10 pounds or less 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.

Additional Information

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.