At Your Service Supervisor

Position Overview

The At Your Service Supervisor plays a critical role in ensuring exceptional guest communication and service by handling guest calls, requests, and concerns efficiently. This position also involves supporting management by training and coaching team members to maintain high service standards.

Primary Responsibilities

• Receive, log, and process all guest communications including calls, requests, questions, and concerns, ensuring timely follow-up and resolution.
• Contact relevant departments or individuals to address guest issues and confirm resolution.
• Provide guests with information regarding messages, billing adjustments, directions, and property details.
• Manage the telephone switchboard system, monitor busy or unanswered lines, update callers on hold, and transfer calls as needed, including internet support inquiries.
• Assist callers with various call types such as credit card, long distance, collect, overseas, and person-to-person calls.
• Document guest requests, incidents, adjustments, and feedback in computer systems to facilitate tracking and analysis.
• Support management by training, evaluating, scheduling, motivating, and coaching employees while exemplifying departmental standards.
• Adhere strictly to company policies and procedures, maintain safety, confidentiality, and uphold professional appearance.
• Engage guests warmly, anticipate their needs, assist individuals with disabilities, and express genuine appreciation.
• Communicate clearly and professionally in both spoken and written forms, including proper telephone etiquette.
• Build and sustain positive working relationships to foster teamwork and achieve common goals.
• Maintain quality standards consistently and handle other job duties as assigned by supervisors.
• Physical requirements include standing, sitting, or walking for extended periods and handling objects up to 10 pounds.

Qualifications and Experience

• Minimum education requirement of a high school diploma or G.E.D. equivalent.
• At least one year of relevant work experience in guest services.
• Minimum one year of supervisory experience in a related setting.
• No specific licenses or certifications required.

Additional Information

Job Number: 26092606

Department: Rooms & Guest Services Operations

Location: Conference Centre Street, West Bay, Doha, Qatar

Schedule: Full time, onsite

Position Type: Non-Management

At Marriott International, we are committed to equal opportunity employment, valuing diversity, and fostering an inclusive environment. We encourage applicants from all backgrounds, including those with disabilities or veteran status. JW Marriott, part of Marriott International's luxury portfolio, places great emphasis on associate well-being and professional growth, creating a collaborative and passionate work environment.