Guest Experience Supervisor

Marriott•Albuquerque, NM

About The Position

The Guest Experience Supervisor handles guest check-ins and related front-desk transactions, including verifying identity and payment, assigning rooms, issuing room keys, setting up guest accounts, entering Marriott Rewards information, confirming rates, and ensuring billing is accurate. The role processes payments and other charges, completes cashier and closing reports, balances receipts, secures the bank, follows accounting procedures, and reviews daily reports and logs. It also provides guests with directions and property information, responds to requests, and follows up to ensure they are met. Reports of theft are referred to Loss Prevention or Security. The supervisor assists management with employee training, evaluation, counseling, motivation, and coaching, and serves as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process. The role supports positive team relationships and shared goals, responds to employee concerns, follows company policies and safety procedures, and maintains professional conduct, confidentiality, and protection of company assets. It provides welcoming, attentive guest service, communicates clearly, handles written documents and telephone calls professionally, uses computers and POS systems, and ensures quality standards. Other reasonable duties may be requested by supervisors.

Requirements

At least 1 year of related work experience.
At least 1 year of supervisory experience.
High school diploma or G.E.D. equivalent is listed as a preferred qualification.

Nice To Haves

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
At least 1 year of supervisory experience.

Responsibilities

Process guest check-ins by verifying identity and payment, assigning rooms, and activating or issuing room keys.
Set up guest accounts according to guest requirements and enter Marriott Rewards information.
Ensure room rates match market codes, document exceptions, and verify or adjust billing.
Secure payment before issuing room keys and process payments, vouchers, paid-outs, and charges.
Compile and review daily reports, logs, and contingency lists; complete cashier and closing reports.
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, contact appropriate staff, and follow up on requests.
Notify Loss Prevention or Security of guest reports of theft.
Assist management with 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 team goals, and listen and respond appropriately to employee concerns.
Follow company policies and procedures; report accidents, injuries, and unsafe conditions; and complete safety training and certifications.
Maintain a clean and professional appearance, protect confidential information and company assets, and deliver attentive guest service.
Communicate professionally, prepare and review written documents accurately, answer telephones with appropriate etiquette, and uphold quality standards.
Enter and locate information using computers and POS systems.
Perform other reasonable job duties as requested by supervisors.