Guest Experience Supervisor

What is the job?
The Guest Experience Supervisor supports the delivery of outstanding guest experiences by supervising day-to-day guest engagement activities.

This role ensures consistent service excellence, proactive guest interaction, and effective coordination across departments to enhance guest satisfaction and loyalty.

Your day to day

People

•Supervise daily staffing and task allocation for the Guest Experience team during assigned shifts

•Provide on-the-job coaching, guidance, and support to colleagues

•Assist in training team members on service standards, guest engagement, systems, and brand expectations

•Monitor colleague performance and provide regular feedback

•Ensure compliance with company policies, labour laws, and safety regulations

Guest Experience

•Proactively engage with guests throughout their stay to understand needs and preferences

•Personally welcome VIPs, repeat guests, and special-status guests

•Support service recovery by resolving guest concerns promptly and professionally

•Monitor guest feedback, satisfaction scores, and comments to identify improvement opportunities

•Coordinate special arrangements, amenities, and personalized touches

Operational Responsibilities

•Liaise closely with Front Office, Housekeeping, F&B, Engineering, and other departments to ensure seamless guest experiences

•Maintain accurate guest profiles, preferences, and follow-up records

•Conduct routine inspections of public areas and guest floors

•Support Front Office and Guest Relations operations during peak periods

•Ensure guest information is handled confidentially and professionally
Responsible Business
•Ensure compliance with data protection, privacy, and security standards
•Support emergency preparedness and act as shift supervisor when required
•Ensure all guest interactions reflect brand values and service standards
•Perform other duties as assigned to support hotel operations
Accountability
•This role is responsible for supervising guest experience activities during assigned shifts and supporting initiatives that enhance guest satisfaction and loyalty.

The Guest Experience Supervisor works closely with Rooms Division leadership and Guest Experience teams.