Guest Experience Supervisor

About the Role

Sheraton Hotels & Resorts is seeking a Guest Experience Supervisor to join their team in Riyadh. This full-time position is ideal for individuals with 0-1 years of experience who are dedicated to providing exceptional guest service and supporting hotel operations.

Key Responsibilities

• Process guest check-ins, verify identity and payment, assign rooms, and activate room keys.
• Open accurate guest accounts and input Marriott Bonvoy program information.
• Ensure rates comply with market standards and document any exceptions.
• Obtain payments before key issuance and verify or adjust billing.
• Collect and review daily reports, logs, and contingency lists; complete cashier and closing reports.
• Provide directions and hotel information to guests, and respond to guest requests by contacting appropriate staff and following up to ensure resolution.
• Process all payment methods, vouchers, disbursements, and expenses; balance and drop receipts.
• Compute and secure cash at the beginning and end of shifts; obtain manual authorizations and comply with all accounting procedures.
• Notify Loss Prevention or Security of any guest theft complaints.
• Assist management in training, evaluating, counseling, motivating, and coaching employees, serving as an example and first point of contact for the "Guarantee of Fair Treatment and Open Door Policy" process.
• Cultivate positive working relationships, support the team in achieving common goals, and appropriately address employee concerns.
• Comply with all company policies and procedures, report accidents and unsafe work conditions, maintain a clean and professional appearance, protect proprietary information, and safeguard company assets.
• Greet and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Communicate clearly and professionally, prepare accurate written documents, and answer telephones using proper etiquette.
• Ensure adherence to quality standards and utilize computer or Point of Sale (POS) systems for information entry and retrieval.
• Perform other reasonable job duties as requested by supervisors.

Physical Requirements

• Ability to stand, sit, or walk for extended periods.
• Ability to move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.

Qualifications and Experience

• High school diploma or equivalent General Education Development (GED) certificate.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.