About the Role
W Hotels is seeking a dedicated and guest-focused Guest Services Supervisor to join their team in Riyadh, Saudi Arabia. This is a full-time, non-supervisory position, suitable for individuals with 0-1 year of experience looking to launch their career in hospitality. As a Guest Services Supervisor, you will be instrumental in ensuring exceptional guest experiences from check-in to check-out, embodying W Hotels' commitment to creating memorable stays.
Work Environment and Context
This role is situated within Riyadh's vibrant financial district, offering a dynamic work environment. You will be part of a team passionate about delivering innovative and inspiring experiences, contributing to W Hotels' reputation for luxury and exceptional service.
Key Tasks and Responsibilities
- Process all guest check-ins, including verifying guest identity, method of payment, room assignment, and activating/issuing room keys.
- Prepare accurate guest accounts according to individual requirements and input Marriott Rewards information.
- Ensure room rates match market codes and document any exceptions.
- Secure payment prior to issuing room keys and verify and adjust bills as needed.
- Compile and review daily reports, records, and emergency logs.
- Complete cashier reports and balance accounts accurately.
- Provide guests with directions and essential property information.
- Respond to guest requests by contacting appropriate staff and following up to ensure satisfaction.
- Process all types of payments, vouchers, post-charges, and expenses, and balance and deposit receipts.
- Count and secure cash at the beginning and end of each shift, obtain manual authorizations, and adhere to all accounting procedures.
- Report any guest theft to Loss Prevention/Security.
- Assist management in training, evaluating, counseling, motivating, and coaching employees, and serve as a role model and first point of contact for Fair Treatment/Open Door policy.
- Develop and maintain positive working relationships with team members, support them in achieving common goals, and respond appropriately to employee concerns.
- Adhere to company policies and procedures, report accidents, injuries, and unsafe working conditions, and complete safety training and certifications.
- Maintain a clean and professional appearance and ensure the confidentiality of proprietary information, and protect company assets.
- Welcome and acknowledge all guests, anticipate their service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
- Speak clearly and professionally, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
- Ensure compliance with quality standards and input and retrieve information using computers and Point of Sale systems.
- Stand, sit, or walk for extended periods and move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.
- Perform other reasonable job duties as requested by supervisors.
Qualifications and Requirements
- High school diploma or equivalent.
- At least one year of relevant experience.
- At least one year of supervisory experience.
Required Skills
- Guest Service
- Customer Service
- Training
- Leadership
- Teamwork
- Communication
- Problem Solving
Additional Job Information
Marriott International is committed to being an equal opportunity employer, and celebrates diversity at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
