Guest Experience Supervisor

Position Overview

The Guest Experience Supervisor plays a crucial role in managing guest check-in procedures by verifying identity, payment methods, room assignments, and key activation. They ensure accurate guest account setups aligned with individual requirements, handle Marriott Rewards details, confirm rate accuracy, and document any deviations. The position involves securing payments before issuing room keys, managing billing adjustments, processing various payment types, and maintaining detailed daily reports including cashier and closing summaries. Supervisory functions include training, evaluating, motivating, and coaching employees, fostering positive team relations, and ensuring compliance with company policies and safety standards.

Key Responsibilities

• Manage guest check-ins thoroughly, verifying identity and payment while assigning rooms and activating keys.
• Set up precise guest accounts and input Marriott Rewards data effectively.
• Ensure market code rates are accurate and document exceptions diligently.
• Secure guest payments prior to room key issuance and verify or adjust billing details.
• Prepare and review daily operational reports, including cashier and closing documentation.
• Provide guests with directions, property information, and facilitate accommodation requests.
• Process payments, vouchers, charges, and maintain receipt balances and bank security at shift start and end.
• Obtain manual payment authorizations and adhere strictly to accounting procedures.
• Report any guest theft incidents to Loss Prevention or Security promptly.
• Assist management in employee development through training, evaluation, counseling, and coaching.
• Uphold the Guarantee of Fair Treatment policy and handle the Open Door process professionally.
• Maintain positive workplace relationships, address employee concerns, and support team objectives.
• Adhere to company policies, report workplace incidents, complete safety training, and maintain professional appearance and confidentiality.
• Deliver warm guest welcomes, anticipate service needs, assist guests with disabilities, and communicate with professionalism.
• Use clear, professional language in verbal and written communications and handle telephone etiquette accordingly.
• Operate computers and POS systems to enter and retrieve information accurately.
• Perform physical activities required such as standing, sitting, walking for extended periods, and handling objects up to 10 pounds.
• Carry out other reasonable duties assigned by supervisors.

Qualifications and Experience

• High school diploma or equivalent (G.E.D.).
• Minimum of one year experience in a related role.
• At least one year of supervisory experience.
• No specific licenses or certifications required.

About Employer and Diversity Commitment

The Autograph Collection is a distinguished portfolio of four- and five-star independent hotels known for unique and memorable guest experiences that appeal to individualistic travelers. The brand emphasizes high quality, originality, and bold character. Marriott International, under which the Autograph Collection operates, promotes an inclusive work environment that values diverse backgrounds and experiences. They are committed to equal opportunity employment without discrimination based on disability, veteran status, or other protected characteristics.