Guest Experience Supervisor

Job Overview

The Guest Experience Supervisor role involves comprehensive management of guest arrivals and front desk processes, ensuring excellent service delivery in a luxury hotel setting located in The Pearl Island, Doha, Qatar. The position requires hand-on oversight of identity verification, payment processing, room assignments, and key issuance while maintaining high standards of guest interaction and satisfaction.

Key Responsibilities

• Manage guest check-in procedures including identity verification, payment methods, room allocation, and key distribution and activation.
• Set up guest accounts at check-in based on individual needs and ensure accurate entry of loyalty program information.
• Confirm that room rates align with market pricing and document exceptions as needed.
• Obtain payment before handing over room keys, oversee billing accuracy, and make adjustments where necessary.
• Compile, review, and reconcile daily reports including occupancy lists, cashier reports, and shift closures.
• Provide directions, hotel information, and attend to guest requests by coordinating with relevant hotel staff.
• Process all payment types, vouchers, refunds, and fees, including balancing and depositing cash receipts.
• Conduct cash counts at the beginning and end of shifts, ensure compliance with accounting procedures, and secure manual approvals where required.
• Alert security team promptly in cases of reported theft or suspicious activity.
• Assist management in training, evaluating, motivating, and mentoring team members, while serving as a role model adhering to fair treatment and open door policies.
• Promote professional and cooperative working relationships among staff to achieve common goals and effectively address employee concerns.
• Adhere strictly to company policies and safety standards, report accidents or hazards, and maintain professional appearance and confidentiality of hotel information at all times.
• Support guests with mobility challenges and consistently deliver warm, professional guest engagement.
• Communicate clearly and professionally both verbally and in writing, including telephone interactions.
• Utilize computers and point-of-sale systems accurately to access and record information.
• Maintain physical stamina to stand, sit, and move for extended periods and handle light lifting tasks up to 4.5 kilograms as required.
• Perform additional duties as assigned by supervisors relevant to the role.

Qualification Requirements

• Completion of secondary education or equivalent qualification.
• Minimum of one year’s experience in a related hospitality role.
• At least one year in a supervisory capacity.
• No specific certifications required.

Additional Information

This role is classified as non-management and operates on a full-time schedule onsite at the hotel. Marriott International promotes equal employment opportunities and celebrates workforce diversity, ensuring a discrimination-free workplace that respects all protected attributes under applicable laws.

St. Regis Hotels & Resorts offers a unique combination of timeless elegance and contemporary service standards, featuring personalized guest experiences around the world. Joining this team promises professional growth, an enriching cultural workplace, and the chance to excel in a prestigious international hospitality portfolio.