Guest Service Supervisor

Careers at Marriott•Dorado, PR

About The Position

The Guest Experience Supervisor is responsible for ensuring exceptional and personalized guest interactions throughout the entire stay, from pre-arrival to departure. This role requires strong leadership, communication, and organizational skills to oversee guest experience operations and deliver memorable moments aligned with brand standards. The ideal candidate must have prior experience in guest pre-arrival communication, including itinerary planning and personalized outreach, as well as expertise in curating guest experience activities that enhance engagement and satisfaction. The Guest Experience Supervisor will collaborate closely with various departments to anticipate guest needs, resolve issues promptly, and maintain a seamless luxury experience. 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. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

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

Ensuring exceptional and personalized guest interactions throughout the entire stay, from pre-arrival to departure.
Overseeing guest experience operations and deliver memorable moments aligned with brand standards.
Guest pre-arrival communication, including itinerary planning and personalized outreach
Curating guest experience activities that enhance engagement and satisfaction.
Collaborating closely with various departments to anticipate guest needs, resolve issues promptly, and maintain a seamless luxury experience.
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.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.