Marriott International

Manages and franchises hotels around the world

Guest Experience Supervisor - Front Desk & Service Express

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeSingaporeNo salary listedIn-person

About the Job

Requirements

High school diploma or equivalent is preferred.
At least 2 years of related work experience is preferred.
At least 1 year of supervisory experience is preferred.
Maintain a clean and professional appearance and complete safety training and certifications.
Maintain confidentiality of proprietary information and protect company assets.
Use clear and professional spoken language and prepare and review written documents accurately and completely.
Use computers and point-of-sale systems to enter and locate information.
Stand, sit, or walk for an extended period of time.

Responsibilities

Process guest check-ins by verifying identity and payment, assigning rooms, issuing room keys, setting up guest accounts, entering Marriott Rewards information, and ensuring rates match market codes while documenting exceptions.
Secure payment before issuing room keys, verify and adjust billing, and compile and review daily reports, logs, and contingency lists.
Complete cashier and closing reports; process payment types, vouchers, paid-outs, and charges; balance and drop receipts; count and secure the bank at the beginning and end of shifts; obtain manual authorizations; and follow accounting procedures.
Provide guests with directions and property information, accommodate requests, and contact appropriate staff when necessary.
Notify Loss Prevention or Security of guest reports of theft.
Answer, record, and process guest calls, requests, questions, and concerns; contact the appropriate person or department to resolve issues; follow up on outstanding requests; and advise guests of messages received.
Operate the telephone switchboard, monitor busy or unanswered lines, update callers on hold, take messages, and activate or deactivate guest room message lights.
Transfer guests with internet access issues to the internet service provider’s customer support line and assist callers with credit card, calling card, long-distance, collect, overseas, and person-to-person calls.
Log guest requests, incidents, adjustments, and comment cards in the computer for tracking and documentation.
Assist management in training, evaluating, counseling, motivating, and coaching employees; serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
Develop and maintain positive working relationships, support the team in reaching common goals, and listen and respond appropriately to employee concerns.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to a manager.
Welcome and acknowledge guests, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Answer telephones using appropriate etiquette and ensure adherence to quality standards.
Perform other reasonable job duties as requested by supervisors.

POSITION SUMMARY

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or equivalent.

Related Work Experience: At least 2 years of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Company

Marriott International

Manages and franchises hotels around the world

Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.

Company size: 10,001+
Company stage: IPO
Headquarters: Bethesda, MD
Founded: 1927

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