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

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.

Guest Experience Supervisor