Guest Experience Supervisor – Protea Hotel Fire & Ice

About the role

The Guest Experience Supervisor ensures every guest receives a seamless and memorable stay at Protea Hotel Fire & Ice. Working closely with front‑desk and housekeeping teams, you will oversee check‑in/out processes, handle payments, and act as the primary point of contact for guest enquiries and issues.

Key responsibilities

• Process all guest check‑ins and check‑outs, verify identity, payment method, assign rooms and issue keys.
• Set up accurate guest accounts, enter Marriott Bonvoy details and ensure correct rate application.
• Handle cash, vouchers, paid‑outs, and all payment types; balance receipts and secure the bank at shift start and end.
• Compile daily reports, cashier and closing logs, and communicate any exceptions.
• Provide guests with property information, directions and respond to special requests, including assistance for guests with disabilities.
• Notify Loss Prevention/Security of any theft reports and follow accounting procedures for manual authorizations.
• Support management in training, evaluating, coaching and motivating front‑desk staff.
• Maintain compliance with company policies, safety standards and confidentiality requirements.

Required profile

• Strong customer‑service orientation with the ability to anticipate and resolve guest needs.
• Excellent communication skills and a professional appearance.
• Experience handling cash, receipts and banking procedures.
• Ability to train, coach and motivate a team while adhering to company policies.
• Attention to detail and ability to work under pressure in a fast‑paced environment.

Required skills

• OPERA Property Management System (PMS)
• Fidelio reservation system
• Mobile Check‑In technology
• Marriott Bonvoy loyalty platform