Night Guest Experience Supervisor - London Marriott Hotel Canary Wharf

POSITION SUMMARY As the Night Guest Services Supervisor at the London Marriott Hotel Canary Wharf & Executive Apartments, you will play a vital role in upholding the Marriott brand’s standards during overnight operations. Your leadership, meticulous attention to detail, and steadfast dedication to guest satisfaction ensure that every guest enjoys an exceptional experience, every team member feels supported, and all operational duties are carried out flawlessly. This position requires a high level of responsibility, strong leadership, and a genuine passion for delivering service excellence. You are expected to lead by example, consistently prioritise guest needs, maintain the integrity of Marriott’s brand standards, and provide essential support to the Night Guest Services Manager to ensure seamless overnight operations. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Coordinate tasks and work with other departments. Serve as a departmental role model. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. CRITICAL TASKS Policies and Procedures

Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Protect the privacy and security of guests and coworkers. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Address guests' service needs in a professional, positive, and timely manner.

Assist other employees to ensure proper coverage and prompt guest service.

Thank guests with genuine appreciation and provide a fond farewell.

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and