Supervisor-Guest Service📣 Job Ad

About the Role

W Hotels in Riyadh, Saudi Arabia is seeking a dedicated Supervisor-Guest Service to join their team. This full-time, non-management position is an opportunity for individuals passionate about hospitality and guest services. As a Supervisor-Guest Service, you will be responsible for ensuring an exceptional guest experience from arrival to departure, upholding the standards of the W Hotels brand.

This role is suitable for individuals looking to contribute to guest services operations within a globally recognized luxury hotel brand, fostering a welcoming environment for every guest.

Key Responsibilities

• Process all guest check-ins, including verifying guest identity, form of payment, room assignment, and key issuance.
• Set up accurate guest accounts according to individual requirements.
• Enter and manage Marriott Rewards information.
• Ensure room rates match market codes and document any exceptions.
• Secure payment prior to issuing room keys and verify/adjust billing as needed.
• Compile and review daily reports, logs, and contingency lists.
• Complete cashier and closing reports accurately.
• Provide guests with directions and essential property information.
• Accommodate guest requests, coordinating with appropriate staff members for timely fulfillment.
• Follow up on guest requests to ensure satisfaction.
• Process all payment types, vouchers, paid-outs, and charges.
• Balance and drop receipts, and count and secure the bank at the beginning and end of each shift.
• Obtain manual authorizations and adhere to all established 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 the first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships with team members, supporting them to reach common goals.
• Listen and respond appropriately to employee concerns.
• Follow all company policies and procedures, including reporting accidents, injuries, and unsafe work conditions to management.
• Complete all required safety training and certifications.
• Ensure personal appearance is clean and professional at all times.
• Maintain the confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests with genuine appreciation, anticipating and addressing their service needs.
• Assist individuals with disabilities, ensuring their needs are met.
• Speak using clear and professional language, and answer telephones using appropriate etiquette.
• Prepare and review written documents accurately and completely.
• Ensure adherence to all quality standards.
• Enter and locate information using computers and Point of Sale (POS) systems.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications and Requirements

• High school diploma or *** equivalent.
• At least 1 year of related work experience in guest services or a similar role.
• At least 1 year of supervisory experience.

Required Skills

• Guest Services Operations
• Customer Service
• Communication Skills
• Problem-Solving
• Attention to Detail
• Computer Proficiency (POS Systems)
• Team Leadership
• Financial Transaction Handling

Work Location and Type

This is a full-time, non-management position located at Area 1 Al Aqeeq Street Financial District, Riyadh, Saudi Arabia, 13519. This role is not remote.