Guest Experience Supervisor - voco Cairo Arabella Plaza

At voco Cairo Arabella Plaza, the very first voco in Egypt, we are setting new standards in hospitality by blending the warmth of Egyptian service with the unique charm of the voco brand. 

We are looking for a Guest Experience Supervisor to join our team and ensure every guest enjoys a seamless, personalized, and memorable stay, and take the lead in delivering the thoughtful touches and genuine connections that make voco truly different.

A little taste of your day-to-day:

Every day is different at IHG, but you’ll mostly be:


* Supervising daily Front Office and Guest Services operations to ensure smooth, efficient, and guest-focused service.


* Acting as a key point of contact for guests, handling inquiries, requests, complaints, and feedback with professionalism and urgency.


* Maintaining a strong lobby presence, engaging with guests, and ensuring every interaction is warm, personalized, and aligned with brand standards.


* Supporting, training, and coaching the Guest Experience team on service protocols, upselling techniques, complaint handling, and guest personalization.


* Collaborating with Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest journeys from pre-arrival to post-departure.


* Monitoring and analyzing guest feedback from surveys and review platforms (e.g., Medallia, TripAdvisor) and initiating corrective actions as needed.


* Managing guest check-ins, check-outs, payments, and system profile accuracy, especially during peak periods and high occupancy.


* Ensuring proper handling of VIP guests, loyalty members, guest preferences, and service recovery cases, while promoting IHG One Rewards enrollment.


* Conducting service audits, ensuring staff grooming, conduct, and brand service standards are consistently met.


* Maintaining accurate records, managing scheduling, supporting inventory control, and assisting with ad hoc duties as required.


* Establishing effective communication with all departments to address guest needs and operational matters promptly.

What we need from you


* Bachelor’s degree in Business, Hospitality, or a related field.


* 2–4 years of experience in Front Office, Guest Relations, with at least 2 years in a supervisory capacity.


* Proven customer service and conflict resolution skills, with strong problem-solving abilities.


* Excellent communication and interpersonal skills, with advanced English (additional languages are a plus).


* Proficiency in hotel PMS systems (e.g., Opera) and Microsoft Office.


* Ability to lead, motivate, and develop team members while maintaining high service standards.


* Strong attention to detail, service orientation, and adaptability in a fast-paced, guest-facing environment.


* Flexibility to work shifts, nights, weekends, and public holidays.

What We Offer:

We give our people everything they need to succeed, from a competitive salary that rewards ...