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 full-time role involves overseeing guest interactions and ensuring high standards of service delivery.

Role Summary

The Guest Experience Supervisor is responsible for managing guest check-in processes, account setup, and payment verification. This role also involves supporting management in training and coaching employees, maintaining positive working relationships, and 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 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 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, supporting the team to achieve common goals.
• Follow company policies and procedures, report accidents and unsafe conditions, and complete safety training.
• Maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge guests, anticipate and address service needs, and assist individuals with disabilities.
• 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.

Required Qualifications

• Education: High school diploma or *** equivalent.
• Related Work Experience: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.

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.

Application Information

This is a full-time position based in Ad Diriyah, Riyadh, Saudi Arabia. Salary details will be disclosed during the recruitment process.