Guest Experience Supervisor - Residence Inn by Marriott Edinburgh

Guest Experience Supervisor – Residence Inn Edinburgh

Are you a hospitality professional who leads by example and takes genuine pride in the guest experience? We're looking for a motivated and people-focused Guest Experience Expert Supervisor to support our front office team and help set the standard for exceptional service at Residence Inn Edinburgh.

This is a brilliant opportunity for someone ready to take the next step in their hospitality career, combining hands-on guest service with real leadership responsibility.

About the Role

Full time, 40 hours per week over 5 days at £13.98 per hour.

As Guest Experience Expert Supervisor, you'll be the first point of contact for both guests and the front office team during your shift. You'll support management in coaching and developing your colleagues, ensure smooth day-to-day operations at the front desk, and take ownership of delivering a consistently outstanding guest experience.

What You'll Do

Leadership and Team Support

• Act as a role model and mentor for the front office team, working alongside colleagues to support their development
• Coach, motivate, and encourage team members to perform at their best
• Assist management in communicating goals, expectations, and deadlines clearly
• Serve as the first point of contact for team concerns

Guest Experience

• Welcome every guest warmly and personally, using their name whenever possible
• Handle guest requests, concerns, and complaints with professionalism and care
• Anticipate guest needs and resolve issues confidently at first point of contact
• Follow up to ensure every guest leaves satisfied

Front Desk Operations

• Process check-ins and check-outs accurately and efficiently
• Manage reservations, room assignments, billing adjustments and payment processing
• Run daily reports, complete cashier closing procedures, and maintain accurate logs
• Ensure all Marriott Bonvoy information is captured correctly at every interaction

Cash Handling and Compliance

• Count and secure the bank at the beginning and end of each shift
• Process all payment types and complete adjustment vouchers accurately
• Ensure all team members adhere to cash handling and accounting procedures

Safety and Standards

• Uphold all Marriott brand standards for appearance, conduct, and service quality
• Monitor team performance and address any gaps in standards promptly
• Follow and enforce all safety, security, and emergency procedures

What We're Looking For

• At least one year of front office or guest services experience
• Some supervisory or team leadership experience preferred
• A warm, professional manner with a genuine passion for hospitality
• Strong attention to detail, particularly around cash handling and reporting
• Confidence working independently and making decisions under pressure

Why You'll Love Working With Us

At Residence Inn Edinburgh, our culture is our biggest perk. We recognise great work, celebrate success, and make sure you feel valued every day in our close-knit team.

Benefits and Wellbeing

• Use of the Hotel Gym
• BenefitHub Access: World's largest selection of retail discounts
• Wisdom Wellbeing: 24/7 support for you and your family

Travel and Dining Perks

• Marriott Associate Rates and discounts for friends and family
• 20% off at Marriott F&B restaurants

 

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.