Guest Experience Supervisor📣 Job Ad

About the Role

W Hotels is seeking a Guest Experience Supervisor to join its full-time team in Riyadh, Saudi Arabia. This role is central to ensuring a seamless and exceptional experience for all guests, overseeing front desk operations, and supporting team development. The ideal candidate will possess 5-10 years of relevant experience in a dynamic hospitality environment.

Core Responsibilities

• Process all guest check-ins, including identity verification, payment confirmation, room assignment, and key activation/issuance.
• Set up accurate accounts for each guest, enter Marriott Rewards information, and ensure rates align with market codes.
• Secure payments, verify and adjust billing, and compile and review daily reports, including cashier and closing reports.
• Process all payment types, vouchers, paid-outs, and charges, balancing and dropping receipts, and counting/securing the bank at the beginning and end of each shift.
• Obtain manual authorizations and adhere to all Accounting procedures.
• Notify Loss Prevention/Security of any guest reports of theft.

Guest Interaction and Service Standards

• Welcome and acknowledge guests, anticipate and address their service needs, and assist individuals with disabilities.
• Supply guests with directions and property information, accommodate guest requests, and follow up to ensure requests are met.
• Communicate using clear and professional language, prepare and review written documents accurately, and answer telephones with appropriate etiquette.
• Ensure adherence to quality standards and utilize computers and POS systems for information entry and retrieval.

Team Leadership and Compliance

• Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and the first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships, support the team to reach common goals, and listen/respond appropriately to employee concerns.
• Adhere to company policies and procedures, report accidents, injuries, and unsafe work conditions, and complete safety training and certifications.
• Ensure personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets.

Qualifications and Experience

• High school diploma or *** equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.
• No specific license or certification is required.

Work Environment and Physical Demands

The role requires the ability to stand, sit, or walk for extended periods. Candidates must be able to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. This position also involves performing other reasonable job duties as requested by Supervisors.