Guest Experience Supervisor

Role overview

Guest and front-desk operations

• Process check-ins, verify guest identity and payment, assign rooms, issue keys, and set up guest accounts.
• Enter Marriott Rewards information, confirm rates, document exceptions, and verify or adjust billing.
• Compile daily reports, logs, and contingency lists; complete cashier and closing reports.
• Provide directions and property information, address guest requests, contact staff when needed, and follow up.
• Process payment types, vouchers, paid-outs, and charges; balance receipts and secure the bank at shift start and end.
• Obtain manual authorizations, follow accounting procedures, and report guest theft concerns to Loss Prevention or Security.

Team support and service standards

• Assist management in training, evaluating, counseling, motivating, and coaching employees; serve as a role model and first contact for fair-treatment concerns.
• Maintain positive working relationships, support team goals, and listen and respond to employee concerns.
• Welcome guests, anticipate service needs, assist individuals with disabilities, and thank guests sincerely.
• Use clear professional language, prepare accurate written documents, answer telephones appropriately, and meet quality standards.

Policies and physical duties

• Follow company policies, report accidents and unsafe conditions, complete safety training, maintain professional appearance, protect confidential information, and safeguard company assets.
• Use computers and POS systems to enter and locate information.
• Stand, sit, or walk for extended periods and move objects weighing up to 10 pounds without assistance; perform other reasonable duties as requested.

Preferred qualifications

• High school diploma or G.E.D. equivalent preferred.
• At least one year of related work experience preferred.
• At least one year of supervisory experience preferred.
• No license or certification specified.

About Sheraton and Marriott