Job Information
Marriott Core Supervisor in Palma de Mallorca, Spain
Additional Information
Job Number 26024565
Job Category Rooms & Guest Services Operations
Location The St. Regis Mardavall Mallorca Resort, Carretera Palma-Andratx 19, Palma de Mallorca, Baleares, Spain, 7181 VIEW ON MAP (https://www.google.com/maps?q=The%20St.%20Regis%20Mardavall%20Mallorca%20Resort%2C%20Carretera%20Palma-Andratx%2019%2C%20Palma%20de%20Mallorca%2C%20Baleares%2C%20Spain%2C%207181)
Schedule Full Time
Located Remotely? N
Position Type Non-Management
POSITION SUMMARY
Oversee the daily operation of the Guest Services Department.
Manage and monitor all guest requests, including amenities, transportation, dining reservations, maintenance issues, housekeeping requests, special arrangements, and service recovery cases.
Ensure timely response and resolution of all guest inquiries and concerns.
Act as the escalation point for complex guest situations or complaints.
Coordinate closely with Front Office, Concierge, Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless service delivery.
Monitor internal guest request tracking systems and ensure accurate documentation and closure of cases.
Analyze guest satisfaction metrics (NPS, internal surveys, online reviews).
Develop and implement continuous improvement strategies to enhance the guest experience.
Recruit, train, coach, and evaluate Guest Services team members.
Manage scheduling, staffing coverage, and departmental productivity.
Ensure compliance with brand standards, hotel policies, and service protocols
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: At least 1 year of supervisory experience.
Previous supervisory or managerial experience required.
Experience in upscale or luxury hospitality environments preferred.
Proficiency in PMS systems (Opera)
Experience with guest request management platforms
Strong understanding of guest satisfaction metrics and service recovery practices.
Advanced English proficiency required; additional languages are a plus.
Core Competencies
Leadership and team development
Service excellence mindset
Problem-solving and conflict resolution
Strong communication skills
Organizational and prioritization skills
Ability to work under pressure in a fast-paced environment
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.
Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.