Guest Experience Supervisor – Front Office

About the role

The Guest Experience Supervisor leads the front‑office team to deliver seamless check‑in, billing and service experiences for hotel guests. This position ensures operational accuracy, guest satisfaction and compliance with hotel policies.

Key responsibilities

• Process all guest check‑ins, verify identity, assign rooms, activate and issue room keys.
• Enter Marriott Rewards data, confirm rates match market codes and document any exceptions.
• Secure payment before key issuance, adjust billing as needed, and balance cash receipts.
• Compile and review daily reports, logs and contingency lists; complete cashier and closing reports.
• Provide guests with directions, property information and assist with special requests, including guests with disabilities.
• Notify Loss Prevention/Security of any theft reports and follow manual authorisation procedures.
• Train, evaluate, counsel and motivate front‑office staff while modelling the Guarantee of Fair Treatment policy.
• Maintain a clean, professional appearance, uphold confidentiality and adhere to safety and security standards.

Required profile

• High school diploma or G.E.D. equivalent.
• At least 1 year of related hospitality work experience.
• At least 1 year of supervisory experience in a front‑office or guest‑service environment.