Guest Experience Supervisor

Organization Description

The Luxury Collection Hotels & Resorts with over 120 properties in more than 35 countries offers the promise of authentic experiences that evoke lasting treasured memories. Our more than 100 years of experience beginning in 1906 under the Italian CIGA brand a collection of Europes most celebrated and iconic properties serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics each luxury hotel and resort is a unique and cherished expression of its locale a portal to the destinations cultural charms and treasures. If you are someone with an appreciation for evocative storytelling a keen interest and passion for this destinations heritage and a desire to deliver genuine personalized and anticipatory hospitality then we invite you on our journey.In joining The Luxury Collection you join a portfolio of brands with Marriott International.Bewhere you can do your best workbeginyour purposebelongto an amazing globalteam andbecomethe best version of you.

The Gritti Palace a Luxury Collection Hotel in Venice part of Marriott International is currently looking for aFront Desk Supervisor reporting to the Front Desk Manager.

This is full-time position 5 days a week with 2 days off.

This is a great opportunity to work in a place of exceptional art and elegance where history and culture are met with renewed Venetian style. The Gritti is known for impassioned service a delectable culinary experience and an intimate wellness haven. The reference point for the worlds elite at international city events such as the Biennale Carnival and the Venice Film Festival.

Job Description

A Front Desk Shift Leader is a supervisor responsible for overseeing front desk operations during a specific shift which includes supervising staff handling customer issues and managing daily administrative and financial tasks. Key duties involve delegating tasks ensuring excellent customer service resolving conflicts performing cash management and guaranteeing the effectiveness of the flow of information across all departments.

What youll do

Assist staff with expediting problem payments (e.g. problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations assigning room and issuing and activating room key. Process all payment types such as room charges cash checks debit or credit. Set up accurate accounts for each guest upon check-in (i.e. sharewiths separate room/tax/incidentals comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the system and identify designated requirements and requests. Contact appropriate individual or department (e.g. Bellperson Housekeeping) as necessary to resolve guest call request or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.

Assist management in hiring training scheduling evaluating counseling disciplining motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents injuries and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. 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.

Key Responsibilities Summary

Guest Services & Check-In Operations

• Manage guest check-ins by verifying identity processing payments assigning rooms and issuing keys.
• Resolve payment issues and follow up on guest satisfaction.
• Coordinate with departments (e.g. Concierge Housekeeping) to address guest requests and problems.

Financial & Administrative Duties

• Handle cash operations: count bank at shift start/end balance and drop receipts.
• Set up guest accounts verify billing and process various payment types.
• Complete cashier reports and maintain accurate logs and contingency lists.
• Notify Loss Prevention/Security of any theft reports.

Team Leadership & Support

• Assist management in training coaching and evaluating staff.
• Act as a role model and first contact for employee concerns under the Open Door Policy.
• Foster teamwork and maintain positive working relationships.

Professional Standards & Communication

• Ensure compliance with company policies safety procedures and appearance standards.
• Communicate professionally with guests and staff both verbally and in writing.
• Use POS/computer systems efficiently and maintain confidentiality.

What youll need:

• You must possess the legal right to work in Italy a valid work permit for full time role (40 hours/week)
• Fluent in English and Italian
• Great storytelling skills
• Previous Front Office experience in luxury Hotels (at least 3 years)
• Knowledge of Opera
• A warm people-oriented demeanor and a team-first attitude
• Positive outlook and outgoing personality
• Flexibility problem-solving skills and multi-tasking ability
• The ability to stand sit or walk for extended periods of time across a work shift

What we offer:

• Professional career progression at international level in 9000 Marriott hotels
• Learning and development opportunities online on the job and in class
• Discounts on hotel rooms gift shop items food and beverage
• Experienced management & motivated and engaging colleagues
• Charity events Wellbeing activities and voluntary work in the community of Venice through the TakeCare program
• Canteen service Associates Restaurant

• Uniform - Laundry service

Explore our very big world

As a world-class leader in the travel industry theres no better place than Marriott International to make your mark. Joining us youll get to entertain and meet people from all over the world as you build your experience. Youll find a place where your personality and ideas are appreciated just as much as the work you do. And youll grow through opportunities to explore the business opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others we welcome you to join our global family.

Youre welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know youre important to us and that youll make an impact in your role and for that youll be appreciated and valued.