Position Summary
As a Guest Experience Supervisor, you will support the Front Office and Guest Experience Management teams in delivering exceptional, personalised service throughout the guest journey. You will oversee daily guest interactions, ensuring that all service standards are consistently exceeded and that every guest leaves with a memorable experience.
This role requires a proactive, guest-focused professional with strong leadership skills, excellent communication abilities, and a passion for hospitality. You will lead by example, resolve guest concerns efficiently, and inspire the team to deliver service excellence at all times.
Key Responsibilities
- Supervise daily guest experience operations, ensuring seamless service across all touchpoints.
- Deliver personalised service and anticipate guest needs to enhance overall satisfaction.
- Handle guest feedback, requests, and complaints promptly and professionally, ensuring effective resolution.
- Support the team in creating memorable guest moments and exceeding expectations.
- Ensure compliance with brand standards, policies, and procedures at all times.
- Collaborate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure a cohesive guest experience.
- Monitor guest feedback platforms and assist in driving improvements based on insights.
- Promote in-house services, facilities, and experiences to maximise guest engagement and revenue opportunities.
- Ensure guest areas are maintained to the highest standards of presentation and cleanliness.
- Coach and mentor team members, encouraging development and a positive team culture.
- Assist with training new associates and reinforcing service standards.
- Support daily reporting, shift handovers, and operational communication.
- Lead by example, demonstrating professionalism, enthusiasm, and strong guest engagement.
What is in it for you
In addition to a competitive salary and investment in your professional development, you will have access to a wide range of benefits, including:
- 28 days holiday (including Bank Holidays), increasing with length of service
- Pension scheme participation
- Life Assurance coverage
- Annual performance review and salary progression
- Complimentary gym access
- Free meals while on duty
- Dry-cleaning services
- Complimentary enrolment in BenefitHub with access to retail discounts
- Marriott Discount Card with global hotel and F&B benefits
- Employee Assistance Programme
- Training and development opportunities
- Recognition awards and celebrations
Qualifications
- Previous experience in a premium Hotel
- Strong customer service and problem-solving skills
- Excellent communication and interpersonal abilities
- Ability to work in a fast-paced, guest-focused environment
- Passion for delivering exceptional guest experiences
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
