Guest Experience Supervisor - Sheraton Grand London Park Lane

Guest Experience Supervisor

Sheraton Grand London Park Lane

At Sheraton, we believe in the power of We. For generations, our hotels and people have been part of communities around the world, creating places where everyone feels welcome and connected. That same spirit shapes our culture, where collaboration matters, every contribution counts, and we succeed by supporting one another. Whether you are welcoming a guest, supporting a colleague or helping your local community thrive, you have an important role to play.

As part of the Marriott International family, Sheraton offers more than a job. It is an opportunity to be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Position Summary

The Guest Experience Supervisor – Front Desk is responsible for creating memorable first and last impressions by ensuring a seamless arrival and departure experience for every guest. This role supports Front Office operations by delivering personalised service, supervising guest-facing activities, assisting team members, and ensuring Marriott service standards are consistently maintained.

What you'll do

• Welcome guests warmly and provide a professional arrival and departure experience.
• Complete guest check-ins, check-outs, room allocations, and payment processing accurately and efficiently.
• Respond to guest enquiries, requests, and concerns in a timely and professional manner.
• Resolve guest complaints confidently, professionally, and empathetically while delivering effective service recovery.
• Assist and support junior team members with operational guidance and guest service delivery.
• Maintain accurate guest records and ensure confidentiality standards are upheld at all times.
• Promote hotel facilities, services, and Marriott Bonvoy membership benefits to enhance the guest experience.
• Collaborate with Housekeeping, Engineering, Concierge, Guest Relations, and other departments to ensure seamless guest service.

What you'll bring

• Previous supervisory experience within Front Office, Reception, Guest Services, or hospitality operations.
• Excellent communication and interpersonal skills with a naturally guest-focused approach.
• Strong organisational skills and exceptional attention to detail.
• Ability to work effectively in a fast-paced environment while maintaining high service standards.
• Confidence in managing guest requests, enquiries, complaints, and service recovery situations.
• Flexibility to work a variety of shifts, including weekends and public holidays.
• Passion for hospitality and creating memorable guest experiences.
• Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of our recruitment process

Our Benefits

At Marriott, we put people first — it’s one of our distinctive core values.

• Through Explore by Marriott Bonvoy™, our associates have access to special room rates, discounts on food and beverage, experiences, and more across Marriott’s portfolio of 30+ hotel brands and 9,500+ properties worldwide.
• Associates receive paid leave to use for vacations, sick time, holidays and more.
• Through our global TakeCare platform, associates have access to locally driven wellbeing activities and resources designed to meet people where they are.
• Part of Marriott International, the world's largest hospitality company, offering global career opportunities.
• World-class training and development programmes.
• Opportunity to work alongside award-winning hospitality professionals.
• Discounted room nights and Food & Beverage across Marriott hotels worldwide.
• Complimentary uniform and laundry services.
• Complimentary meals on duty.
• Access to a wide range of flexible wellbeing benefits.
• Eligible for Service Charge.

Our award-winning culture

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.

Visit life.marriott.com to learn more about our workplace culture and career opportunities.

LEGAL DISCLAIMER

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