Guest Experience Supervisor (Front Desk, i-Job Program)

JOB SUMMARY The Guest Experience Supervisor has a range of responsibilities aimed at ensuring a seamless and exceptional experience for guests at every point of interaction. The role requires a multi-skilled approach, enabling the management of diverse tasks across multiple departments. It is responsible for overseeing the operations of the Front Desk and Guest Services, coordinating daily activities including efficient and smooth guest check-ins/check-outs, concierge services, managing guest interactions, and supervising and leading the Guest Experience Experts/Operations Experts to ensure high standards of service. This role involves leading by example, maintaining a positive and welcoming environment, handling guest inquiries and concerns, and ensuring adherence to company policies and procedures. The Guest Experience Supervisor is required to provide operational support to both the Front Desk and Guest Service team as needed. Additionally, they oversee the rotation and management of Guest Experience Experts/Operations Experts to ensure adequate coverage in Front Office operations requiring heightened attention and adjustments. They also ensure that Guest Experience Experts/Operations Experts consistently implement and uphold standardized policies and procedures to maintain consistent performance. JOB DUTIES AND RESPONSIBILITIES Safety and Security • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. • Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). • Complete appropriate safety training and certifications to perform work tasks. • Maintain awareness of undesirable persons on property premises. Policies and Procedures • Protect the privacy and security of guests and coworkers. • Maintain confidentiality of proprietary materials and information. • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. • Follow company and department policies and procedures. • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. • Perform other reasonable job duties as requested by Supervisors. Guest Relations • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. • Assist other employees to ensure proper coverage and prompt guest service. Lead and provide operational support for both Front Desk and Guest Services. • Thank guests with genuine appreciation and provide a fond farewell. • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust. • All guest preferences to be updated on the PMS and GXP platform to be utilized during future stays. • Encourage all non-member guests to be enrolled into Marriott Bonvoy • Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate. • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs) to resolve issues, delight, and build trust. • Establish guest connection via email prior to arrival to customize the guest stay experience and be the one point of contact for all guest queries Guest Services • Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. • Follow up with guests to ensure their requests or problems have been met to their satisfaction. • Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary. • Assist with guests’ luggage, keep for storage or handle items to be delivered by the porters when necessary • Escort guests to their room and provide in-room check-in (depending on hotel standards). • Provide welcome refreshments as per hotel standard. • Deliver requested items such as rollaway beds, cribs, linens, complimentary toiletries, and other items in guest rooms. • Arrange transportation and/or liaise with concierge (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed. • Report any issues to be entered into GXP by your colleague or duty or self (GXP expert by department) • Able to use PMS to look up details and place profile/booking notes • While interacting with guests, upsell hotel facilities and services i.e., Spa, Restaurant, Bar. • Follow all Marriott Bonvoy engagement and touchpoints as per standard (know T&C and adhere to all SOP’s) Check-in / Check-out • Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpec…