Guest Experience Supervisor

Position Overview

The Guest Experience Supervisor at W Hotels in Riyadh is entrusted with managing all guest check-ins, verifying identities and payment methods, assigning rooms, distributing and activating room keys, and setting up guest accounts according to their needs. The role involves updating the Marriott Rewards program information and ensuring room rates align with market prices, documenting any exceptions encountered.

Key Duties and Responsibilities

• Handle guest payments before room key handover, reconcile and adjust bills as needed.
• Daily compilation and verification of occupancy reports, logs, and lists.
• Accurately complete cash and closing reports.
• Provide guest information and directions within the hotel, responding to inquiries and liaising with the relevant staff to meet guest requests, ensuring follow-up to confirm resolution.
• Process all payment types, vouchers, refunds, and charges while balancing and depositing cash takings.
• Perform cash counts at the beginning and end of shifts and secure manual authorizations, monitoring compliance with accounting procedures.
• Alert security and property protection teams immediately upon reports of theft by guests.
• Assist management with staff training, evaluation, guidance, motivation, and mentorship, upholding fair treatment guarantees and open-door policies.
• Foster positive professional relationships through cooperation and mutual support to achieve common goals and address employee concerns appropriately.
• Strictly adhere to all company policies and procedures; report accidents, injuries, and unsafe conditions to supervisors; participate in safety training and certifications.
• Maintain a professional and neat appearance at all times; protect the confidentiality of hotel information and assets.
• Warmly welcome and assist guests, including those with mobility challenges, anticipating and fulfilling their needs.
• Communicate clearly and professionally, prepare and accurately review documentation, and answer calls with proper language.
• Uphold quality standards consistently.
• Utilize computerized systems and point-of-sale tools to input and retrieve information.
• Remain physically active during long periods of standing, sitting, or moving; independently lift, carry, push, or place loads up to 4.5 kilograms.
• Perform any other duties assigned by management relevant to the role.

Qualifications

• Education: Secondary school diploma or equivalent.
• Experience: Minimum of 1 year in a related role and at least 1 year of supervisory experience.
• Licenses/Certifications: None required.

Company Commitment and Culture

Marriott International pledges equal employment opportunity and dignified treatment for every individual, fostering a workplace where diversity in culture, skills, and experience is embraced and celebrated. Discrimination of any kind, including on grounds of disability, veteran status, or any other protected classification, is strictly prohibited.

At W Hotels, our mission is to inspire curiosity and broaden perspectives by delivering unique life experiences. We welcome creativity, originality, and forward-thinking, embodying our "Whatever/Whenever" service philosophy to bring guests' passions to life. Joining W Hotels means becoming part of Marriott International's extensive portfolio, offering personal growth, a meaningful career, and a vibrant global team.