Guest Experience Supervisor - Front Desk Shift Leader

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 Europe's 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 destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's 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. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

The Gritti Palace, a Luxury Collection Hotel in Venice, part of Marriott International, is currently looking for a Guest Experience Supervisor (Front Desk) 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 world's elite at international city events such as the Biennale, Carnival and the Venice Film Festival.

Job Description

A Guest Experience Supervisor is 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 you’ll do

Key Responsibilities Summary

Guest Services & Check-In Operations

• Manage guest check-ins by verifying identity, processing payments, assigning rooms, and issuing keys.
• Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp).
• Assist staff with expediting problem payments (e.g., problems processing credit card).
• Follow up with guest 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 readiness of rooms 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.

Financial & Administrative Duties

• 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 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.

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.
• Report accidents, injuries, and unsafe work conditions to manager

Professional Standards & Communication

• Ensure compliance with company policies, safety procedures, and appearance standards.
• Serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
• Communicate professionally with guests and staff, both verbally and in writing.
• Complete safety training and certifications
• Use POS/computer systems efficiently and maintain confidentiality.
• 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;
• Answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Ensure adherence to quality expectations and standards.
• Perform other reasonable job duties as requested.

What you’ll 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, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll 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.

You’re welcomed here

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

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.