Guest Experience Supervisor
Posted Updated
- 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.
- Minimum 3–4 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.