Guest Experience Supervisor

Job Title: Guest Experience Supervisor

POSITION SUMMARY

The Guest Experience Supervisor is responsible for overseeing all aspects of guest check-ins, room assignments, and payment processes to ensure a seamless and positive guest experience. This role includes managing guest requests, handling payments, and maintaining accurate records. The Supervisor also supports staff development and ensures adherence to company policies and quality standards.

Roles & Responsibilities:

- Guest Check-In and Room Assignment:
- 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 and ensure rates match market codes.

- Payment and Billing:
- Secure payment prior to issuing room keys, verify/adjust billing.
- Process all payment types, vouchers, paid-outs, and charges.
- Balance and drop receipts, count and secure the bank at the beginning and end of the shift.
- Obtain manual authorizations and follow all accounting procedures.

- Reporting and Documentation:
- Compile and review daily reports, logs, and contingency lists.
- Complete cashier and closing reports.
- Notify Loss Prevention/Security of any guest reports of theft.

- Guest Requests and Assistance:
- Supply guests with directions and property information.
- Accommodate guest requests and follow up to ensure requests have been met.
- Assist individuals with disabilities and thank guests with genuine appreciation.

- Staff and Team Support:
- 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 the team to reach common goals.

- Compliance and Professional Standards:
- Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager.
- Complete safety training and certifications.
- Ensure personal appearance is clean and professional; maintain confidentiality of proprietary information.
- Enter and locate information using computers/POS systems.

- Physical Requirements:
- Stand, sit, or walk for an extended period of time.
- Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

- Additional Duties:
- Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS:

- 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.
- License or Certification: None required.

Commitment to Diversity & Inclusion:

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.