Guest Experience Supervisor (Front Office Supervisor)
Role Overview
Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key.
Set up accurate accounts for each guest according to their requirements.
Enter Marriott Rewards information.
Ensure rates match market codes, document exceptions.
Secure payment prior to issuing room key, verify/adjust billing.
Compile and review daily reports/logs/contingency lists.
Complete cashier and closing reports.
Supply guests with directions and property information.
Accommodate guest requests, contacting appropriate staff if necessary.
Follow up to ensure requests have been met.
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.
Notify Loss Prevention/Security of any guest reports of theft.
Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Ensure adherence to quality standards.
Enter and locate information using computers/POS systems.
Stand, sit, or walk for an extended period of time.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
Key Skills for This Role
Full Job Posting
Position Details
- Full-time role at the Le Méridien property on Airport Road in Dubai.
- The position is not remote.
- Position category: Rooms & Guest Services Operations; non-management classification is stated in the posting.
Guest Check-in & Front Desk
- Process check-ins by verifying identity and payment, assigning rooms, and issuing or activating room keys.
- Set up guest accounts, enter loyalty information, verify rates against market codes, and document exceptions.
- Provide directions and property information, handle guest requests, and follow up to confirm resolution.
Payments & Reporting
- Secure payments before issuing room keys; verify or adjust billing and process payments, vouchers, paid-outs, and charges.
- Compile and review daily reports, logs, and contingency lists, and complete cashier and closing reports.
- Balance and deposit receipts, secure the bank at shift start and end, obtain manual authorizations, and follow accounting procedures.
- Notify Loss Prevention or Security of guest theft reports.
Team Support & Standards
- Assist management with training, evaluating, counseling, motivating, and coaching employees.
- Model fair treatment, maintain positive working relationships, support team goals, and respond to employee concerns.
- Follow policies, report accidents and unsafe conditions, complete safety training, maintain confidentiality, and protect company assets.
- Welcome guests, anticipate service needs, assist individuals with disabilities, and provide genuine appreciation.
- Use clear professional language, prepare accurate documents, answer phones appropriately, and use computers or POS systems.
- Maintain professional appearance and quality standards; perform requested duties and meet physical demands including extended standing, sitting, or walking and handling items up to 10 pounds.
Preferred Qualifications
- Preferred education: high school diploma or G.E.D. equivalent.
- Preferred related work experience: at least one year.
- Preferred supervisory experience: at least one year.
- No license or certification is specified.
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