Guest Experience Supervisor - Front Desk

POSITION SUMMARY

The Guest Experience Supervisor has a range of responsibilities aimed at ensuring a seamless and exceptional experience for guests at every point of interaction.  The role requires a multi-skilled approach, enabling the management of diverse tasks across multiple departments.  It is responsible for overseeing the operations of the Front Desk and Guest Services, coordinating daily activities including efficient and smooth guest check-ins/check-outs, concierge services, managing guest interactions, and supervising and leading the Guest Experience Experts/Operations Experts to ensure high standards of service. 

This role involves leading by example, maintaining a positive and welcoming environment, handling guest inquiries and concerns, and ensuring adherence to company policies and procedures. The Guest Experience Supervisor is required to provide operational support to both the Front Desk and Guest Service team as needed. Additionally, they oversee the rotation and management of Guest Experience Experts/Operations Experts to ensure adequate coverage in Front Office operations requiring heightened attention and adjustments.  They also ensure that Guest Experience Experts/Operations Experts consistently implement and uphold standardized policies and procedures to maintain consistent performance. 

JOB DUTIES & RESPONSIBILITIES

Guest Relations

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service. Lead and provide operational support for both Front Desk and Guest Services.
• Thank guests with genuine appreciation and provide a fond farewell.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays.
• Encourage all non-member guests to be enrolled into Marriott Bonvoy
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust.
• Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries

Guest Services

• Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
• Assist with guests’ luggage, keep for storage or handle items to be delivered by the porters when necessary
• Escort guests to their room and provide in-room check-in (depending on hotel standards).
• Provide welcome refreshments as per hotel standard.
• Deliver requested items such as rollaway beds, cribs, linens, complimentary toiletries, and other items in guest rooms.
• Arrange transportation and/or liaise with concierge (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
• Report any issues to be entered into GXP by your colleague or duty or self (GXP expert by department) 
• Able to use PMS to look up details and place profile/booking notes 
• While interacting with guests, upsell hotel facilities and services i.e., Spa, Restaurant, Bar. 
• Follow all Marriott Bonvoy engagement and touchpoints as per standard (know T&C and adhere to all SOP’s)

Check-in / Check-out

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Sell a room/accommodation to guests without reservations based on availability.
• Verify and adjust billing for guests.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Obtain manual authorizations and follow all accounting procedures when the computer system is down.
• Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Count float at end of shift and secure float.
• Balance and drop receipts according to accounting specifications.

Reports/Recordkeeping

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Run credit card authorization report and check for discrepancies.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Print contingency lists to have a record of all guests in case of emergency.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
• Assist coworkers, ensuring they understand their tasks.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Assists Management

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Working with Others

• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Complete appropriate safety training and certifications to perform work tasks.
• Maintain awareness of undesirable persons on property premises.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None