Guest Experience Supervisor

Le Méridien, part of Marriott International, is seeking a dedicated Front Office Supervisor to join its Front Office team. Inspired by the golden age of travel, Le Méridien delivers sophisticated hospitality experiences that blend European elegance with local culture, creating memorable stays for guests from around the world.

This position is ideal for hospitality professionals with front office supervisory experience who are passionate about guest service excellence and operational leadership. The successful candidate will oversee daily front desk operations, ensure efficient check-in and check-out processes, support team development, and maintain Marriott's high standards of customer service and operational excellence.

About This Role

As a Front Office Supervisor, you will lead front desk operations while ensuring every guest enjoys a seamless arrival and departure experience. You will supervise front office associates, manage guest accounts and payments, resolve guest concerns, monitor cash handling procedures, and support the Front Office Manager in maintaining service quality and operational efficiency.

Key Responsibilities

Front Office Operations

• Supervise daily front desk activities and ensure smooth hotel operations.
• Oversee guest check-in, check-out, room assignments, and key issuance.
• Verify guest identification, reservation details, and payment methods.
• Maintain accurate guest accounts, billing records, and room allocations.
• Ensure compliance with Marriott front office standards and procedures.

Guest Services

• Deliver exceptional guest service throughout the guest journey.
• Respond promptly to guest inquiries, requests, and complaints.
• Provide information about hotel facilities, services, and local attractions.
• Coordinate with relevant departments to fulfill guest requests efficiently.
• Ensure guest satisfaction through proactive service recovery.

Cashiering & Financial Control

• Process payments, refunds, vouchers, and other financial transactions.
• Verify billing accuracy and resolve account discrepancies.
• Balance cash drawers and prepare daily cash reports.
• Complete shift closing procedures and revenue reconciliation.
• Follow accounting and financial control procedures.

Team Leadership

• Assist in training, coaching, and mentoring Front Office associates.
• Support employee performance evaluations and development initiatives.
• Promote teamwork and maintain a positive working environment.
• Serve as a role model by demonstrating Marriott service standards.
• Assist management in motivating and supporting team members.

Compliance & Safety

• Ensure compliance with Marriott policies and operational procedures.
• Protect guest privacy and confidential hotel information.
• Report safety concerns, accidents, and security incidents.
• Maintain professional grooming and appearance standards.
• Support workplace safety, security, and quality assurance initiatives.

Minimum Requirements

Education

• High School Diploma or equivalent.
• Hospitality or Tourism qualification is an advantage.

Experience

• Minimum 1 year of Front Office experience.
• Minimum 1 year of supervisory experience in a hotel environment.
• Previous experience with Marriott or an international hotel brand is preferred.
• Experience handling cashiering and guest account management.

Preferred Skills

• Strong leadership and team supervision skills.
• Excellent customer service and communication abilities.
• Problem-solving and conflict resolution skills.
• Ability to work under pressure in a fast-paced environment.
• High level of accuracy and attention to detail.
• Strong organizational and multitasking abilities.

Technical Skills

• Marriott Property Management Systems (PMS)
• Opera PMS or similar hotel management software
• Microsoft Office Suite
• Hotel Reservation Systems
• Front Office Cashiering
• Guest Billing & Payment Processing
• Revenue Reconciliation
• Point of Sale (POS) Systems
• Customer Relationship Management (CRM)
• Hotel Operational Reporting

Core Competencies

• Leadership
• Customer Service Excellence
• Communication Skills
• Teamwork
• Problem Solving
• Time Management
• Attention to Detail
• Conflict Resolution
• Decision Making
• Multitasking
• Accountability
• Adaptability
• Professionalism
• Financial Accuracy
• Service Orientation

Who Can Apply?

This opportunity is suitable for professionals currently working as:

• Front Office Supervisor
• Front Desk Supervisor
• Senior Front Desk Agent
• Guest Service Supervisor
• Reception Supervisor
• Front Office Executive
• Guest Relations Supervisor
• Hotel Duty Supervisor
• Hotel Reception Supervisor
• Front Office Team Leader

Professionals from luxury hotels, international hotel chains, resorts, serviced apartments, hospitality groups, and tourism establishments are encouraged to apply.

CV Tips

To improve your chances of being shortlisted, ensure your CV highlights:

• Front Office supervisory experience.
• Hotel reception and guest service achievements.
• Experience with Marriott, Opera PMS, or other hotel systems.
• Cashiering, billing, and revenue handling experience.
• Guest complaint resolution and service recovery examples.
• Leadership, team supervision, and staff training experience.
• Customer satisfaction achievements and performance awards.
• Hospitality certifications and language skills.

Application Tips

• Research Marriott International and Le Méridien's hospitality standards.
• Demonstrate your leadership experience with Front Office teams.
• Prepare examples of resolving challenging guest situations.
• Highlight experience with hotel management systems and cashiering.
• Showcase your communication, organizational, and multitasking skills.
• Maintain professional grooming and confidence throughout the interview.
• Emphasize your commitment to exceptional guest experiences and operational excellence.

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