Guest Experience Supervisor

About The Luxury Collection

The Luxury Collection is seeking a Guest Experience Supervisor to join their team in Ad Diriyah, Riyadh, Saudi Arabia. This is a full-time position requiring 0-1 years of experience.

Role Summary

The Guest Experience Supervisor is responsible for managing guest check-in processes, ensuring accurate account setup, and handling various payment types. This role also involves assisting management in employee development and maintaining positive working relationships within the team. The supervisor acts as a primary point of contact for guest and employee concerns, ensuring adherence to company policies and quality standards.

Key Responsibilities

• Process guest check-ins, including identity verification, payment processing, room assignment, and key activation.
• Set up accurate guest accounts according to specific requirements and enter Marriott Rewards information.
• Ensure rates align with market codes and document any exceptions.
• Secure payment before issuing room keys and verify/adjust billing as needed.
• Compile and review daily reports, logs, and contingency lists; complete cashier and closing reports.
• Provide guests with directions and property information, and accommodate requests by coordinating with appropriate staff.
• Process all payment types, vouchers, paid-outs, and charges; balance and drop receipts.
• Count and secure the bank at the beginning and end of each shift; obtain manual authorizations and follow all Accounting procedures.
• Notify Loss Prevention/Security of any guest reports of theft.
• Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and initial point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships, support team goals, and respond to employee concerns.
• Follow company policies and procedures, report accidents/injuries/unsafe conditions, and complete safety training.
• Maintain a clean and professional personal appearance, ensure confidentiality, and protect company assets.
• Welcome and acknowledge guests, anticipate service needs, assist individuals with disabilities, and express genuine appreciation.
• Communicate using clear and professional language, prepare accurate written documents, and answer telephones appropriately.
• Ensure adherence to quality standards and utilize computer/POS systems for information entry and retrieval.

Physical Requirements

• Ability to stand, sit, or walk for extended periods.
• Capability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Qualifications

• 0-1 years of experience in a related field.
• Demonstrated ability to perform duties as requested by supervisors.

Work Environment

This full-time position is based in Ad Diriyah, Riyadh, Saudi Arabia, within The Luxury Collection. The role involves working in a dynamic hospitality environment, requiring interaction with guests and team members.