Guest Experience Supervisor

About the Role

Sheraton Hotels & Resorts is seeking a Guest Experience Supervisor to join our team in Riyadh. This full-time role is central to ensuring a seamless and positive experience for all guests, from arrival through their stay. The supervisor will manage guest arrivals, account setup, and payment processing, while also providing essential information and support.

Key Responsibilities

• Process all guest arrivals, including identity verification, payment method confirmation, room assignment, and room key distribution and activation.
• Set up guest accounts based on individual requirements and accurately enter information for the Marriott Rewards program.
• Ensure that room rates align with market prices and document any exceptions.
• Obtain payment prior to room key handover and manage billing adjustments.
• Compile and verify daily occupancy reports, logs, and lists.
• Complete cash and closing reports, ensuring accurate cash counts at the beginning and end of each shift.
• Inform and guide guests, providing comprehensive information about hotel services and facilities.
• Respond promptly to guest requests, escalating to appropriate staff when necessary, and follow up to ensure resolution.
• Process various payment types, vouchers, refunds, and charges, balancing and depositing receipts.
• Obtain manual authorizations and adhere to all Accounting procedures.
• Notify Property Protection/Security in the event of reported theft.
• Assist management in training, evaluating, advising, motivating, and coaching employees, serving as a role model for fair treatment policies.
• Maintain positive professional relationships, support team members, and address employee issues appropriately.
• Adhere to all company policies and procedures, report accidents or dangerous conditions, complete safety training, maintain a professional appearance, respect confidentiality, and protect company property.
• Welcome guests, anticipate and respond to their needs, assist individuals with reduced mobility, and express gratitude.
• Communicate clearly and professionally, prepare and correct written documents accurately, and answer phones using appropriate language.
• Ensure compliance with established quality standards.
• Enter and retrieve information using computer systems and/or point-of-sale systems.
• Perform all other tasks as requested by management that are consistent with the position.

Qualifications and Experience

• High school diploma or equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.

Work Environment

This role requires the ability to work standing, sitting, and moving for extended periods. It also involves moving, lifting, carrying, pulling, and placing loads weighing up to kilograms independently.