Guest Experience Supervisor

About The Luxury Collection

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers authentic experiences that evoke lasting memories. With over 100 years of experience, beginning in 1906 under the Italian CIGA brand, The Luxury Collection continuously evolves to meet the desires of the luxury traveler. Each hotel and resort is a unique expression of its locale, serving as a portal to the destination’s cultural charms and treasures. The Luxury Collection is part of the Marriott International portfolio of brands.

Role Summary

The Guest Experience Supervisor is responsible for overseeing guest check-in processes, managing guest accounts, and ensuring accurate payment procedures. This full-time role involves supporting management in staff development and maintaining high standards of guest service within The Luxury Collection in Ad Diriyah, Riyadh, Saudi Arabia. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Process guest check-ins, including identity verification, payment processing, room assignment, and key issuance.
• Set up and maintain accurate guest accounts, including Marriott Rewards information, and ensure rate consistency.
• Secure payment before key issuance and manage billing adjustments.
• 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 various payment types, vouchers, paid-outs, and charges; balance and drop receipts; manage bank at shift start and end.
• Obtain manual authorizations and adhere to 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.
• Maintain positive working relationships, support team goals, and address employee concerns.
• Follow company policies, report unsafe conditions, complete safety training, and maintain confidentiality.
• Welcome and acknowledge guests, anticipate service needs, assist individuals with disabilities, and express appreciation.
• Communicate professionally, prepare accurate written documents, and answer telephones appropriately.
• Ensure adherence to quality standards and utilize computer/POS systems for information management.

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.

Experience and Work Environment

This full-time position is based in Ad Diriyah, Riyadh, Saudi Arabia, and requires 2-5 years of experience in a relevant field. The role involves working within a team environment, supporting colleagues to achieve common goals, and upholding company standards and procedures.

Application

We invite individuals with an appreciation for destination heritage and a desire to deliver genuine, personalized hospitality to apply.