Guest Experience Supervisor - Front Desk Shift Leader

About the role

The Luxury Collection Hotels & Resorts operates over 120 properties in more than 35 countries, offering authentic experiences that create lasting memories. With more than 100 years of heritage dating back to 1906 under the Italian CIGA brand, the collection provides a solid foundation for exceeding the expectations of luxury travelers. Each hotel—from legendary palaces and remote retreats to timeless modern classics—is a unique expression of its locale, serving as a portal to the destination’s cultural charms and treasures. The Gritti Palace, a Luxury Collection Hotel in Venice and part of Marriott International, seeks a Guest Experience Supervisor (Front Desk) reporting to the Front Desk Manager. This is a full‑time role (5 days a week, 2 days off) set in a venue of exceptional art and elegance where history and culture meet renewed Venetian style. The Gritti is renowned for impassioned service, a delectable culinary experience, an intimate wellness haven, and as a reference point for the world’s elite during events such as the Biennale, Carnival, and the Venice Film Festival.

Responsibilities

• Manage guest check‑ins by verifying identity, processing payments, assigning rooms, and issuing keys.
• Set up accurate accounts for each guest upon check‑in (e.g., split room/tax/incidentals, comp).
• Assist staff with expediting problem payments (e.g., credit‑card issues).
• Follow up with guests regarding satisfaction with guest‑related issues.
• Resolve payment issues and follow up on guest satisfaction.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Coordinate with departments (e.g., Concierge, Housekeeping) to address guest requests and problems.
• Coordinate with Housekeeping to track room readiness for check‑in.
• Block rooms in the system and identify designated requirements and requests.
• Anticipate sold‑out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Balance and drop receipts according to accounting specifications.
• Count bank at the beginning and end of each shift.
• 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.
• 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.
• Report accidents, injuries, and unsafe work conditions to the manager.
• Ensure compliance with company policies, safety procedures, and appearance standards.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Communicate professionally with guests and staff, verbally and in writing.
• Complete required safety training and certifications.
• Use POS/computer systems efficiently and maintain confidentiality.
• Follow all company policies and procedures; keep uniform and personal appearance clean and professional; maintain confidentiality of proprietary information.
• Anticipate and address guests’ service needs.
• Speak with others using clear, professional language; answer telephones with appropriate etiquette.
• Develop and maintain positive