Guest Experience Supervisor

About the Role

The position of Guest Experience Supervisor at Aloft Hotels, located in Dubai, involves managing guest check-in procedures while ensuring a seamless and welcoming experience. This role requires verifying guest identities, payment methods, assigning rooms, and activating room keys. The supervisor is responsible for maintaining accurate guest accounts, entering loyalty program details, confirming rate accuracy, and handling payment collection prior to room key issuance. Daily administrative tasks include compiling reports, cashier closing procedures, reconciling receipts, and securing funds at shift start and end. The position involves engaging with guests by providing property information, managing requests by coordinating with relevant departments, and ensuring follow-up until resolution.

Key Responsibilities

• Efficiently execute all guest check-ins by verifying identity, payment methods, and room assignments.
• Maintain precise guest accounts and loyalty program data entry.
• Confirm rates align with market codes and document any deviations.
• Secure payments before issuing room keys and validate billing details.
• Prepare daily operational reports including logs, contingency lists, and cashier closing documentation.
• Assist guests by offering directions, property information, and fulfilling service requests with appropriate staff coordination.
• Manage various payment types, vouchers, paid-outs, and charges while balancing and securing receipts.
• Follow all accounting procedures including manual authorizations and notify security of theft reports.
• Support management by training, evaluating, counseling, motivating, and coaching team members, demonstrating a role-model attitude and serving as initial contact for fair treatment and open door policies.
• Cultivate positive employee relations, address concerns, and ensure compliance with company policies.
• Adhere to safety protocols by reporting accidents and unsafe conditions, completing safety training, and maintaining a professional personal appearance.
• Interact professionally with guests and coworkers, anticipating service needs, assisting individuals with disabilities, and communicating clearly both verbally and in writing.
• Maintain confidentiality of company information and safeguard assets.
• Perform physical tasks including standing, sitting, walking for prolonged periods, and moving items up to 10 pounds.
• Carry out additional reasonable duties as assigned by supervisors.

Qualifications

• Minimum of a high school diploma or GED equivalent.
• At least one year of relevant work experience in guest services or a related field.
• Minimum of one year supervisory experience.
• No specific licenses or certifications required.

Company Overview

Aloft Hotels offers a vibrant atmosphere designed to serve as a community hub for guests engaging in various activities like business meetings, social gatherings, or leisure. As part of Marriott International's portfolio, Aloft champions diversity, inclusion, and equal opportunity employment. The organization values a culture where associates' unique backgrounds, talents, and experiences are respected and celebrated.

Additional Information

• Job Number: 26137664
• Category: Rooms & Guest Services Operations
• Location: Baniyas Road, Deira, PO Box 22533, Dubai, United Arab Emirates
• Schedule: Full Time
• Position Type: Non-Management
• Remote Work: Not applicable – onsite role