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

What you'll do

• Follow safety and security policies to keep the work area clean, safe and secure
• Report accidents or injuries to a manager or supervisor straight away
• Spot and correct unsafe work practices, or flag them to management and safety staff
• Follow property procedures for emergencies such as evacuations, medical incidents and natural disasters
• Complete required safety training and certifications
• Keep an eye out for undesirable persons on the property
• Protect the privacy and security of guests and colleagues
• Keep proprietary materials and information confidential
• Protect company tools, equipment and other assets under company policy
• Follow company and departmental policies and procedures
• Keep uniform, nametag and personal appearance clean, hygienic and professional
• Carry out other reasonable duties as requested by supervisors
• Anticipate guest needs by asking questions and acting on guest preferences
• Welcome every guest with a smile, eye contact and a friendly greeting, using their name when possible
• Support other employees so service coverage stays prompt, and lead both Front Desk and Guest Services
• Thank guests sincerely and give a warm farewell
• Assist guests with disabilities within guidelines, such as escorting them, explaining actions, writing directions, moving obstacles or offering Braille or TDD phones
• Listen and respond positively to guest questions, concerns and requests using brand processes to resolve issues and build trust
• Update guest preferences on the PMS and GXP platforms for future stays
• Encourage non-member guests to enrol in Marriott Bonvoy
• Chat with guests about their stay, property services and local attractions, including on social media where suitable
• Email guests before arrival to tailor their stay and act as their single point of contact
• Contact the right person or department, such as Valet, Front Desk, Housekeeping, Engineering or Security, to resolve guest calls, requests or problems
• Follow up with guests to confirm their requests or problems are resolved to their satisfaction
• Manage access to devices in public spaces, such as televisions, remotes, computers and internet, and give basic troubleshooting help or refer to Engineering or Security
• Help with guests' luggage, store it or handle items for porters to deliver
• Escort guests to their room and provide in-room check-in depending on hotel standards
• Provide welcome refreshments to hotel standard
• Deliver requested items to guest rooms such as rollaway beds, cribs, linens and complimenta