Guest Experience Supervisor

Role Overview

This position sits within Rooms & Guest Services Operations at Delta Hotels and Resorts in Jeddah. The role is a full-time, non-management position focused on delivering smooth, high-quality guest arrivals and stay experiences while supporting front office operations and team coordination.

About the Brand

Delta Hotels is built around making business travel feel straightforward and well organized. The brand emphasizes the essentials travelers value most, delivered reliably and with attention to detail. The hotel group continues to grow internationally and values a warm, practical, and service-focused approach.

Guest Service and Front Desk Duties

The supervisor is responsible for handling guest check-ins from start to finish, including confirming identity, collecting valid payment, assigning rooms, and activating room keys. The role also includes setting up guest accounts correctly, entering rewards information, checking that rates align with market codes, and documenting any exceptions. Billing must be reviewed and adjusted as needed, and payment should be secured before room access is issued.

Additional front desk work includes preparing and reviewing daily logs, reports, and contingency lists, completing cashier and closing reports, providing directions and property details to guests, and managing requests by coordinating with the right team members and confirming completion. The position also covers all payment handling such as vouchers, paid-outs, and other charges, along with balancing receipts, managing the bank at the start and end of shift, obtaining manual approvals when required, and following accounting procedures. Any guest reports of theft must be escalated to Loss Prevention or Security.

Leadership and Team Support

This role assists management by helping train, evaluate, coach, counsel, and motivate employees. It also serves as a first point of contact for the Guarantee of Fair Treatment and Open Door Policy process. The supervisor is expected to build strong working relationships, encourage team alignment around shared goals, and respond appropriately to employee concerns.

Standards and Workplace Expectations

The job requires strict compliance with company policies, procedures, and safety practices. The supervisor must report accidents, injuries, and unsafe conditions, complete required safety training and certifications, maintain a neat and professional appearance, protect confidential information, and safeguard company assets. Guest interactions should be warm, respectful, and proactive, including supporting guests with disabilities and expressing sincere appreciation. Clear verbal communication, accurate written communication, professional telephone etiquette, and consistent adherence to quality standards are essential. The role also requires regular use of computers and POS systems, and the ability to stand, sit, or walk for long periods while occasionally lifting or moving items weighing up to 10 pounds without assistance. Other duties may be assigned by supervisors as needed.

Education and Experience

A high school diploma or GED is preferred. Candidates should have at least 1 year of relevant work experience and at least 1 year of supervisory experience. No license or certification is required.

Equal Opportunity Statement

The employer is committed to equal opportunity and an inclusive workplace. Applicants are considered without discrimination on protected grounds, including disability, veteran status, and other legally protected characteristics.

Brand Philosophy

Delta Hotels aims to deliver a dependable, thoughtfully designed travel experience for modern frequent travelers. The focus is on providing the essentials flawlessly while removing unnecessary friction so guests can concentrate on what matters most.