Guest Experience Supervisor

Guest Experience Supervisor – Le Méridien Hotels & Resorts

Job Number :

Job Category : Rooms & Guest Services Operations

Location : Le Méridien Kuala Lumpur, 2 Jalan Stesen Sentral, Kuala Lumpur, Wilayah Persekutuan, Malaysia, 50470

Schedule : Full Time

Position Type : Non-Management

Located Remotely? N

Position Summary

• Process all guest check‑ins, verify guest identity, form of payment, assign rooms, and activate / issue room keys.
• Set up accurate accounts for each guest, enter Marriott Rewards information.
• Ensure rates match market codes and document exceptions.
• Secure payment prior to issuing room keys, verify and adjust billing.
• Compile and review daily reports, logs and contingency lists; complete cashier and closing reports.
• Supply guests with directions and property information.
• Accommodate guest requests, contacting appropriate staff if necessary, and follow up to confirm requests are met.
• Process all payment types, vouchers, paid‑outs and charges; balance and drop receipts.
• Count and secure bank at beginning and end of shift; obtain manual authorizations and follow Accounting procedures.
• Notify Loss Prevention / Security of any guest theft reports.
• Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact for the Guarantee of Fair Treatment / Open Door Policy.
• Maintain positive working relationships, support the team to reach common goals, and listen and respond appropriately to employee concerns.
• Ensure adherence to company policies, report accidents, injuries and unsafe work conditions, complete safety training and certifications, maintain a clean and professional appearance, protect proprietary information and company assets.
• Welcome and acknowledge guests, anticipate and address their service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak using clear and professional language; answer telephones with appropriate etiquette and review written documents accurately and completely.
• Enter and locate information using computers and POS systems; stand, sit or walk for extended periods; move, lift, carry, push, pull and place objects weighing 10 pounds or less without assistance.
• Perform other reasonable job duties as requested by supervisors.

Preferred Qualifications

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.

At Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savour the destination. We provide authentic, chic and memorable service along with experiences that inspire guests to savour the good life. We’re looking for curious and creative people to join our team. If you appreciate connecting with like‑minded guests and have a deep desire to create memorable experiences, we invite you to explore career opportunities with Le Méridien. In joining Le Méridien, 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.

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