Guest Experience Supervisor

About the role

The Guest Experience Supervisor ensures smooth check‑in and check‑out processes, delivers accurate billing, and provides attentive service to all guests at the Four Points by Sheraton in Kigali. This role also supports the front‑desk team, trains staff, and upholds Marriott’s standards of hospitality.

Key responsibilities

• Process guest check‑ins, verify identity, assign rooms, activate and issue room keys.
• Set up guest accounts, enter Marriott Rewards information, and ensure rates match market codes.
• Secure payment, handle all payment types, vouchers, paid‑outs, and balance receipts at shift start and end.
• Compile daily reports, contingency lists, and cashier closing reports.
• Provide guests with directions, property information, and fulfill special requests by coordinating with appropriate staff.
• Notify Loss Prevention/Security of any theft reports and obtain manual authorizations when needed.
• Assist management in training, evaluating, counseling, and motivating front‑desk employees.
• Maintain a clean, professional appearance, follow safety procedures, and protect company assets.
• Answer telephone calls with proper etiquette and use computers/POS systems for all transactions.
• Perform physical duties such as standing, walking, and lifting objects up to 10 lb.

Required profile

• High school diploma or G.E.D. equivalent.
• At least 1 year of related hospitality work experience.
• Minimum 1 year of supervisory experience.

Required skills

• Proficiency with POS systems.
• Basic computer operation for data entry and reporting.