Guest Experience Supervisor

Guest Experience Supervisor

Key Responsibilities:

• Guest Check-in & Account Management:

  Efficiently process all guest check-ins, verifying identity, form of payment, assigning rooms, and issuing/activating room keys.
• Set up accurate guest accounts based on their requirements and input Marriott Bonvoy information.
• Ensure rates align with market codes, documenting any exceptions, and secure payment before issuing room keys.
• Verify and adjust billing as needed.

• Financial & Reporting Acumen:

  Compile and review daily reports, logs, and contingency lists.
• Complete cashier and closing reports, balance receipts, and manage the bank at the start and end of each shift.
• Obtain manual authorizations and strictly follow all Accounting procedures.
• Notify Loss Prevention/Security immediately of any guest reports of theft.

• Exceptional Guest Service:

  Supply guests with accurate directions and comprehensive property information.
• Accommodate guest requests promptly, contacting appropriate staff when necessary, and following up to ensure resolution.
• Process all payment types, vouchers, paid-outs, and charges accurately.
• Welcome and acknowledge all guests warmly, anticipating and addressing their service needs, assisting individuals with disabilities, and thanking them with genuine appreciation.

• Team Leadership & Development:

  Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and the primary point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships with colleagues, supporting the team to achieve common goals, and listening/responding appropriately to employee concerns.

• Operational Compliance & Professionalism:

  Adhere to all company policies and procedures; report accidents, injuries, and unsafe work conditions to management.
• Complete all required safety training and certifications.
• Ensure personal appearance is consistently clean and professional.
• Maintain confidentiality of proprietary information and protect company assets.
• Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Ensure adherence to all quality standards.

• Technical & Physical Requirements:

  Proficiently enter and locate information using computers and/or point-of-sale (POS) systems.
• Ability to stand, sit, or walk for extended periods.
• Capable of moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance.
• 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.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.