Guest Experience Supervisor

Role Overview and Responsibilities

The Guest Experience Supervisor is responsible for overseeing guest check-ins and check-outs by verifying guest identities, payment methods, assigning rooms, distributing and activating room keys, and setting up guest accounts upon arrival according to their preferences. This role includes inputting information into the Marriott Rewards program, ensuring rates align with market prices, and properly documenting any exceptions.

Additional duties include obtaining payment before handing over room keys, verifying and adjusting billing, compiling and verifying daily reports, logs, and occupancy lists, and preparing cash and closing reports. The supervisor also provides guest information about the hotel, responds to guest requests by involving relevant staff, and follows up to ensure requests are completed. Handling all payment types, vouchers, refunds, and fees falls under this position's scope, along with balancing and depositing funds and conducting cash counts at shift start and end.

The supervisor must secure manual authorizations and monitor accounting procedures, alert security in case of reported theft, and assist management in training, evaluating, advising, motivating, and supporting employees. Serving as a role model for the Guarantee of Fair Treatment and Open Door policies, they foster positive professional relationships and team collaboration by listening and addressing staff concerns appropriately.

Compliance involves following all chain policies, reporting accidents, injuries, and unsafe working conditions to management, and maintaining required safety trainings and certifications. Employees must maintain a neat and professional appearance, safeguard confidential hotel information, and protect company assets at all times.

Customer hospitality includes welcoming guests, anticipating and fulfilling their needs, assisting individuals with reduced mobility, and warmly expressing gratitude. Effective and professional communication skills are necessary for clear verbal interactions, correct and thorough document preparation, and appropriate telephone etiquette.

Maintaining quality standards, accessing and retrieving information via computers and point-of-sale systems, and enduring prolonged periods of standing, sitting, and moving are also required. Manual tasks may include moving, lifting, carrying, pulling, and placing loads up to 4.5 kilograms independently. The supervisor will perform other duties assigned by management consistent with this role.

Qualifications

• Secondary school diploma or equivalent education level required.
• At least one year of relevant work experience is necessary.
• Minimum one year of supervisory experience expected.
• No certifications or licenses mandated.

Company Commitment

The company is firmly dedicated to fair employment practices, embracing diversity, and providing equal opportunity to all candidates. The working environment values the varied cultures, skills, and experiences of its employees and actively works to prevent discrimination based on protected characteristics including disability and veteran status in compliance with applicable laws.

About St. Regis Hotels & Resorts

Blending timeless elegance with modern innovation, St. Regis Hotels & Resorts offers exceptional experiences across more than 50 luxury hotels and resorts worldwide. Founded in New York by John Jacob Astor IV in the early 20th century, the brand continuously delivers personalized, impeccable, and thoughtful service through a caring staff that marries classic refinement with modern sensitivity, including a signature butler service. Joining St. Regis means becoming part of Marriott International’s distinguished portfolio and a supportive international team that inspires employees to excel and grow professionally.