Guest Experience Supervisor

About Marriott International

Marriott International, Inc., based in Bethesda, Maryland, is a renowned global hospitality firm managing around 9,000 properties across more than 30 brands in 141 countries and territories. Originating as a family-run enterprise in 1927, it has developed into a premier international hotel organization. Marriott is committed to equal employment opportunities, fostering a diverse and welcoming environment where every associate can prosper. The company upholds a discrimination-free, safe, and respectful workplace in compliance with all relevant laws and advises applicants to adhere to official hiring protocols to prevent fraudulent activities.

Role Overview

The Guest Experience Supervisor position is a full-time, onsite role in Singapore tasked with ensuring outstanding guest services daily. This role entails supervising frontline teams, maintaining uniform service quality, promptly handling guest questions, feedback, and escalations with professionalism. The supervisor also analyzes guest satisfaction data, collaborates with hotel departments to troubleshoot concerns, and champions initiatives that advance guest experiences. Regular duties include leading team briefings and coaching, evaluating service performance, documenting processes, supporting training programs, and exemplifying a hospitality-centric, respectful work culture.

Qualifications and Skills

• Demonstrated expertise in managing customer service and satisfaction to guide frontline teams effectively.
• Proficient customer support abilities including resolving inquiries and managing escalated situations empathetically.
• Analytical thinking to assess guest feedback, monitor performance indicators, and propose enhancements.
• Excellent verbal and written communication skills suited for interaction with guests, staff, and interdepartmental colleagues.
• Prior hospitality experience, ideally in a supervisory or leadership role within a service-focused setting.
• Strong team coaching and motivational skills thriving in high-paced, guest-facing environments.
• Organizational aptitude with keen attention to detail, capable of juggling multiple responsibilities and shifts.
• Flexibility to work variable schedules, including weekends and public holidays.
• A diploma or degree in Hospitality Management, Business Administration, or a related discipline is preferred.