Guest Experience Supervisor

Key Responsibilities

• Supervise daily Guest Experience operations to ensure exceptional service delivery.
• Lead coach and support the Guest Experience team in providing personalized guest services.
• Monitor guest satisfaction and proactively identify opportunities to enhance the guest experience.
• Handle guest feedback requests and service recovery situations professionally and efficiently.
• Coordinate with Front Office Housekeeping Food & Beverage and other departments to ensure seamless guest experiences.
• Manage VIP arrivals repeat guests special occasions and personalized guest arrangements.
• Conduct guest follow-ups courtesy visits and satisfaction checks during the guest stay.
• Maintain accurate records of guest preferences feedback and service recovery actions.
• Support the implementation of guest engagement programs and hotel initiatives.
• Review guest feedback from various platforms and provide recommendations for service improvement.
• Assist in preparing guest experience reports and performance analysis.
• Ensure compliance with hotel policies brand standards and service excellence guidelines.

Qualifications :

Qualifications

• Minimum 34 years of experience in Front Office Guest Relations or Guest Experience roles preferably in a 4- or 5-star hotel.
• Minimum 1 year of supervisory experience with strong team leadership skills.
• Excellent communication and interpersonal skills.
• Good command of English (spoken and written); additional languages are an advantage.
• Strong guest service mindset with excellent problem-solving abilities.
• Experience handling VIP guests guest complaints and service recovery.
• Strong knowledge of hotel operations and luxury service standards.
• Ability to lead and motivate a team in a fast-paced environment.
• Professional appearance positive attitude and high attention to detail.
• Flexible to work shifts weekends and public holidays.

Remote Work :

No

Employment Type :

Full-time