Guest Experience Supervisor

Role details

Guest services and front desk

• Process check-ins, verify guest identity and payment, assign rooms, and issue keys.
• Set up guest accounts, enter Marriott Rewards information, check rates against market codes, and document exceptions.
• Secure payment before issuing keys and verify or adjust billing.
• Provide directions and property information; handle guest requests, coordinate with staff, and follow up.
• Welcome guests, anticipate service needs, assist individuals with disabilities, and respond with genuine appreciation.

Payments, reporting, and security

• Review daily reports, logs, and contingency lists; complete cashier and closing reports.
• Process payments, vouchers, paid-outs, and charges; balance and deposit receipts; 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, standards, and work conditions

• Assist management with training, evaluating, counseling, motivating, and coaching employees; support fair-treatment processes and respond to employee concerns.
• Maintain positive working relationships, support team goals, and follow company policies and quality standards.
• Report accidents and unsafe conditions, complete safety training, maintain professional appearance and confidentiality, and protect company assets.
• Use computers and POS systems; communicate professionally and accurately by telephone and in writing.
• The role involves extended standing, sitting, or walking and moving items weighing up to 10 pounds without assistance.

Preferred qualifications

• High school diploma or GED equivalent preferred.
• At least 1 year of related work experience preferred.
• At least 1 year of supervisory experience preferred.
• No license or certification is specified.