Guest Experience Supervisor

About the Role

This position sits within Rooms & Guest Services Operations at a Marriott hotel in New Delhi. It is a full-time, non-management role focused on delivering smooth front-desk and guest-service operations while supporting service quality, billing accuracy, and team coordination.

Key Responsibilities

The role involves handling guest arrivals and departures, maintaining accurate records, and ensuring each guest’s stay is processed correctly from check-in to checkout.

• Manage guest check-in and check-out procedures, including identity verification, payment validation, room assignment, and key activation/issuance.
• Create and maintain correct guest accounts based on stay requirements.
• Enter loyalty and rewards details, verify rate codes, and document any exceptions.
• Collect payments in advance when needed and review or correct billing information.
• Prepare, compile, and review daily logs, contingency lists, cashier reports, and closing reports.
• Provide guests with directions, property details, and assistance with requests, involving other teams when required and confirming completion.
• Process all payment forms, vouchers, cash disbursements, and miscellaneous charges; reconcile receipts and secure funds at the start and end of the shift.
• Obtain manual payment approvals when necessary and follow accounting procedures carefully.
• Report any suspected theft by guests to Loss Prevention or Security.

Supervisory and Team Support

This position also contributes to team leadership and staff support on the floor.

• Support managers in coaching, training, evaluating, counseling, and motivating employees.
• Act as a positive example and a first point of contact for the Guarantee of Fair Treatment and Open Door process.
• Build respectful working relationships and help the team work toward shared goals.

Guest Service Standards

The supervisor is expected to deliver warm, professional service and maintain Marriott quality standards at all times.

• Welcome guests, acknowledge their needs, and respond promptly and appropriately.
• Assist guests with disabilities and handle service requests with care.
• Communicate clearly and professionally, both verbally and in writing.
• Answer phone calls using proper etiquette and prepare documents with accuracy.
• Use computers and POS systems to enter and retrieve information.
• Follow company policies, maintain confidentiality, safeguard company assets, and report unsafe conditions, accidents, or injuries.
• Keep a neat, professional appearance and complete any required safety training or certifications.
• Perform additional duties assigned by supervisors.

Employment Details

This is a full-time role located onsite in New Delhi, Delhi, India. The position is classified as non-management. No remote work arrangement is specified.

Preferred Qualifications

• A high school diploma or G.E.D. equivalent is preferred.
• At least 1 year of related work experience is preferred.
• At least 1 year of supervisory experience is preferred.
• No license or certification is required.

Equal Opportunity Statement

Marriott International states that it is an equal opportunity employer and welcomes applicants from diverse backgrounds. The company says it does not discriminate on protected grounds, including disability, veteran status, or any other basis covered by law.

Brand Context

Marriott Hotels emphasizes thoughtful, forward-looking hospitality and a globally familiar guest experience. JW Marriott highlights luxury service, associate well-being, teamwork, training, recognition, and a culture built around “The JW Treatment.”