Guest Experience Supervisor

Position Overview

The Guest Experience Supervisor is responsible for managing guest check-in processes meticulously, verifying identities, payment methods, assigning accommodations, and issuing room keys. They maintain precise guest accounts in accordance with requirements, input loyalty program details, confirm rate accuracy, and handle exceptions diligently. The role includes securing payments before room allocation, managing billing adjustments, and preparing comprehensive daily reports, cash handling, and closing documentation.

Key Responsibilities

• Facilitate guest check-ins, ensuring accurate verification and payment processing.
• Create and maintain guest accounts reflecting individual needs and preferences.
• Enter loyalty program data and verify pricing against market codes.
• Manage financial transactions including various payment types, vouchers, and charges.
• Prepare daily operational reports and manage cashier duties, balancing and securing the bank register.
• Respond to guest requests by coordinating with relevant departments, ensuring follow-up and satisfaction.
• Notify security teams promptly of any theft reports from guests.
• Support management by training, evaluating, motivating, and guiding employees while embodying company policies and ensuring workplace safety and confidentiality.
• Engage professionally with guests, anticipate needs including assistance for individuals with disabilities, and uphold quality service standards.
• Maintain professional communication, phone etiquette, and accurate documentation.
• Carry out additional supervisory tasks as requested, including physical duties within safe handling guidelines.

Preferred Qualifications

• Minimum education requirement: High school diploma or equivalent (G.E.D.).
• At least one year of relevant work experience in a similar capacity.
• Minimum one year of supervisory experience is required.
• No specific licenses or certifications are necessary.

Company Commitment

St. Regis Hotels & Resorts, part of Marriott International, is dedicated to equal employment opportunities, valuing diversity, and fostering an inclusive environment where individual talents and cultures are celebrated. The brand emphasizes delivering luxury experiences globally through exceptional service.