Guest Experience Supervisor

About the role

Protea Hotels by Marriott is hiring a Guest Experience Supervisor for its hotel in New Owerri, Imo State, Nigeria. The position is full-time and non-management, and covers the core front desk tasks of check-in, payments, billing and guest service.

Key responsibilities

• Process guest check-ins: verify identity and payment method, assign rooms, activate and issue room keys, and set up accurate guest accounts.
• Enter Marriott Rewards information and ensure rates match market codes, documenting exceptions.
• Secure payment before issuing keys, verify and adjust billing, and process all payment types, vouchers, paid-outs and charges.
• Balance and drop receipts, and count and secure the bank at the start and end of shift.
• Obtain manual authorizations, follow accounting procedures, and notify Loss Prevention/Security of theft reports.
• Compile and review daily reports, logs and contingency lists, and complete cashier and closing reports.
• Supply guests with directions and property information, accommodate requests and follow up until they are met.
• Assist management in training, evaluating, counselling and coaching staff, and act as the first point of contact for the Guarantee of Fair Treatment/Open Door policy.
• Follow company policies, report accidents and unsafe conditions, complete safety training, and protect company assets and confidential information.
• Welcome guests, assist people with disabilities, speak clearly and professionally, use POS systems, and stand, sit or walk for long periods.

Required profile

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.
• No license or certification required.