Guest Experience Supervisor / MOD (m/f/d)

Job description

Welcome to the Munich Marriott Hotel!

Are you a natural organiser who enjoys taking on responsibility? Then an exciting challenge awaits you! As a Guest Experience Supervisor / Manager on Duty, you’ll not only contribute to guest satisfaction but also ensure safety and smooth operations throughout the hotel.

In this role, you’ll be the primary point of contact for guest inquiries and concerns, coordinating the team in day-to-day operations. With your keen eye for detail and dedication, you’ll ensure that the highest standards of service and safety are upheld. Join our team – we look forward to welcoming you!

To strengthen our Front Office Team, we’re currently seeking a full-time Guest Experience Supervisor / MOD (m/f/d) . Join us and help create unforgettable guest moments!

Here’s how we’ll support you in your role:

·  Security and Stability: Permanent employment contract
·  Wellbeing Covered: Private health insurance scheme
·  Team Spirit: Shared events and a positive team vibe
·  Extras: Holiday and Christmas bonuses, anniversary and birthday gifts
·  Recognition: ‘Employee of the Month’ and other awards with bonus incentives
·  Discounts: Reduced rates at all 8,300+ Marriott hotels worldwide, 20% discount at our restaurants, bars, and spa
·  Exclusive Benefits: Additional discounts at our own restaurants & bars and across Munich Marriott hotels

Your responsibilities will include:

·  Guest Relations / Guest Services:
·  A personal welcome and attentive service with thoughtful amenities
·  Creating unique experiences by attentively and creatively responding to guest requests, making each stay unforgettable
·  Ensuring smooth experiences for VIP guests through targeted internal communication and coordination
·  Complaint Management:
·  Handling guest complaints and feedback professionally and solution-oriented, liaising with relevant departments to ensure prompt and effective resolutions
·  Documenting and analysing complaints to improve service quality
·  Manager on Duty (MOD):
·  Taking full responsibility for the hotel in the absence of senior management
·  Supporting the team during peak periods and making decisions to ensure smooth hotel operations
·  Hotel and Safety Inspections:
·  Conducting regular checks throughout the hotel to ensure safety standards and functionality in all areas
·  Regularly analysing and optimising safety standards, taking immediate action to maintain a safe and welcoming environment throughout the hotel
·  Staff Training in Complaint Management and Safety Standards:
·  Training team members in professional complaint management to handle guest feedback constructively
·  Providing orientation and continuous training on safety standards

What we’re looking for:

·  Completed vocational training or degree in hospitality
·  Experience in reception or guest experience/relations
·  Passion for hospitality and enjoyment in interacting with our international guests
·  Absolute reliability and sense of responsibility
·  Flexibility, solution-oriented mindset, and multitasking abilities
·  Proficiency in MS Office and Opera hotel management software an advantage
·  Excellent German and English skills

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.