Guest Experience Supervisor, Marriott Bonvoy

Marriott Bonvoy

Location:

Rwanda, Kigali

Category:

Hospitality and Tourism

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

The Guest Experience Supervisor at Four Points by Sheraton Kigali is responsible for ensuring a seamless and enjoyable experience for guests. This includes managing check-ins, verifying guest information, handling payments, and addressing guest requests. The role also involves supervising and supporting team members, maintaining a professional appearance, and adhering to company policies and procedures. The ideal candidate will have at least one year of related work experience and supervisory experience, along with a high school diploma or equivalent.

Job Responsibility:

Process all guest check-ins
Verify guest identity, form of payment, assign room, and activate/issue room key
Set up accurate accounts for each guest
Enter Marriott Rewards information
Ensure rates match market codes
Secure payment prior to issuing room key
Verify/adjust billing
Compile and review daily reports/logs/contingency lists
Complete cashier and closing reports
Supply guests with directions and property information
Accommodate guest requests
Process all payment types, vouchers, paid-outs, and charges
Balance and drop receipts
Count and secure bank at beginning and end of shift
Obtain manual authorizations
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 first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
Develop/maintain positive working relationships
Support team to reach common goals
Listen and respond appropriately to employee concerns
Follow company policies and procedures
Report accidents, injuries, and unsafe work conditions to manager
Complete safety training and certifications
Ensure personal appearance is clean and professional
Maintain confidentiality of proprietary information
Protect company assets
Welcome and acknowledge guests
Anticipate and address guests’ service needs
Assist individuals with disabilities
Thank guests with genuine appreciation
Speak using clear and professional language
Prepare and review written documents accurately and completely
Answer telephones using appropriate etiquette
Ensure adherence to quality standards
Enter and locate information using computers/POS systems
Stand, sit, or walk for an extended period of time
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
Perform other reasonable job duties as requested by Supervisors

Requirements:

High school diploma or G.E.D. equivalent
At least 1 year of related work experience
At least 1 year of supervisory experience

What we offer:

Inclusive, people-first culture
Opportunities to put guests at ease in a friendly, genuine and approachable environment
Part of a united Four Points by Sheraton community
Supportive team environment
Opportunities for growth and development

Additional Information:

Job Posted:

March 23, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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