Guest Experience Supervisor (Front Office Supervisor)

Position summary

Guest services and front-office operations

• Process guest check-ins, verify identity and payment, assign rooms, issue room keys, and set up accurate guest accounts.
• Enter Marriott Rewards information, verify rates against market codes, document exceptions, and verify or adjust billing.
• Provide directions and property information, accommodate requests, contact staff as needed, and follow up on requests.
• Process payments, vouchers, paid-outs, and charges; balance and drop receipts; and secure the bank at the beginning and end of shifts.
• Complete cashier and closing reports and compile and review daily reports, logs, and contingency lists.
• Follow accounting procedures, obtain manual authorizations, and notify Loss Prevention or Security of guest theft reports.

Team support and workplace standards

• Assist management with training, evaluating, counseling, motivating, and coaching employees; serve as a role model and first contact for the fair-treatment/open-door process.
• Build positive working relationships, support team goals, and listen and respond to employee concerns.
• Follow company policies, report accidents and unsafe conditions, complete safety training, maintain professional appearance, protect confidential information, and safeguard company assets.
• Welcome guests, anticipate and address service needs, assist people with disabilities, and express genuine appreciation.
• Use clear professional language, prepare and review written documents accurately, answer telephones appropriately, and use computers and POS systems.
• Maintain quality standards and perform other reasonable duties as requested by supervisors.

Preferred qualifications

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

Physical requirements

• The role may require extended periods of standing, sitting, or walking.
• Move, lift, carry, push, pull, or place objects weighing up to 10 pounds without assistance.