Guest Experience Supervisor

Position Overview

We are seeking a dynamic and customer-focused Guest Experience Supervisor to join our esteemed team at Marriott International, Inc. in Riyadh. In this pivotal role, you will play a critical part in ensuring exceptional guest satisfaction by overseeing and enhancing the quality of service delivered across our property. The ideal candidate will possess a keen eye for detail, strong leadership skills, and a passion for creating memorable experiences for every guest. This position offers an exciting opportunity to contribute to the success of a globally recognized hospitality brand while advancing your career in a fast-paced and rewarding environment.

Key Responsibilities

The Guest Experience Supervisor will be responsible for a wide range of duties designed to elevate the guest experience and maintain the high standards of Marriott International. Your core responsibilities will include:

• Service Excellence Oversight: Monitor and evaluate service delivery at all touchpoints to ensure consistency with Marriott’s brand standards, identifying areas for improvement and implementing corrective actions as needed.
• Team Leadership and Development: Lead, mentor, and motivate a team of guest service associates, providing ongoing training, performance feedback, and professional development opportunities to foster a high-performing and engaged workforce.
• Guest Relations Management: Act as the primary point of contact for guest inquiries, complaints, and special requests, resolving issues promptly and professionally to ensure guest satisfaction and loyalty.
• Operational Compliance: Ensure adherence to all company policies, safety protocols, and regulatory requirements, while maintaining a safe and welcoming environment for guests and employees alike.
• Collaborative Partnerships: Work closely with cross-functional teams, including housekeeping, food and beverage, and front desk, to streamline operations and deliver a seamless guest experience from check-in to check-out.
• Performance Metrics and Reporting: Track and analyze key performance indicators (KPIs) such as guest feedback scores, service recovery rates, and team productivity, providing regular reports to senior management to drive data-informed decision-making.
• Innovation and Continuous Improvement: Identify trends and opportunities to enhance guest experiences through process improvements, technology adoption, and creative solutions that align with Marriott’s commitment to innovation.

Qualifications and Skills

To excel in this role, candidates must meet the following qualifications and possess the following skills:

• Education and Experience: A bachelor’s degree in hospitality management, business administration, or a related field is preferred. Alternatively, a combination of relevant work experience in guest services, hospitality, or a supervisory capacity will be considered. At least 3-5 years of progressive experience in a customer-facing role within the hospitality industry is required.
• Leadership and Communication: Demonstrated ability to lead and inspire teams, coupled with exceptional verbal and written communication skills to interact effectively with guests, employees, and stakeholders at all levels.
• Problem-Solving and Adaptability: A proactive approach to problem-solving, with the ability to think critically and adapt to changing guest needs and operational challenges in a fast-paced environment.
• Technical Proficiency: Familiarity with property management systems (PMS), customer relationship management (CRM) tools, and Microsoft Office Suite is advantageous.
• Cultural Awareness: A strong understanding of diverse cultural norms and expectations, with the ability to tailor guest interactions to meet the needs of an international clientele.
• Certifications: Professional certifications in hospitality management (e.g., CHA, AHLEI) are a plus but not mandatory.

Why Join Marriott International?

As a Guest Experience Supervisor at Marriott International, you will be part of a world-renowned organization that values diversity, inclusion, and innovation. We offer a competitive compensation package, comprehensive benefits, and numerous opportunities for professional growth and development. Whether you are looking to advance your career in hospitality or take the next step in your leadership journey, Marriott International provides the platform, resources, and support to help you succeed. If you are passionate about delivering exceptional guest experiences and thrive in a collaborative and dynamic environment, we invite you to apply and become a part of our global family.