Guest Experience Supervisor

About The Luxury Collection

The Luxury Collection is seeking a Guest Experience Supervisor to join its team in Ad Diriyah, Riyadh, Saudi Arabia. This is a full-time position requiring 5-10 years of relevant experience.

Position Summary

The Guest Experience Supervisor is responsible for overseeing guest check-in processes, ensuring accurate account setup, and managing payment procedures. This role involves maintaining high standards of guest service and supporting management in staff development and adherence to company policies.

Key Responsibilities

• Process guest check-ins, including identity verification, payment processing, room assignment, and key activation.
• Set up and maintain accurate guest accounts, including Marriott Rewards information, and ensure rates align with market codes.
• 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, accommodate requests, and follow up to ensure satisfaction.
• Process all 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 with employee training, evaluation, counseling, motivation, and coaching.
• Serve as a role model and initial point of contact for the Guarantee of Fair Treatment/Open Door Policy.
• Develop and maintain positive working relationships, support team goals, and address employee concerns.
• Adhere to company policies and procedures, report accidents and unsafe conditions, and complete safety training.
• Maintain a professional appearance, ensure confidentiality, and protect company assets.
• Welcome and acknowledge guests, anticipate service needs, assist individuals with disabilities, and express genuine appreciation.
• Communicate clearly and professionally, prepare accurate written documents, and answer telephones using appropriate etiquette.
• Ensure adherence to quality standards and utilize computer/POS systems for information management.

Qualifications and Requirements

• 5-10 years of experience in a similar guest service or supervisory role.
• 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.
• Proficiency in using computers and POS systems.

Work Environment

This full-time role is based in Ad Diriyah, Riyadh, Saudi Arabia, within a dynamic hospitality setting.

Application Process

Interested candidates are encouraged to apply for this position.