Guest Experience Supervisor
About the role
Supervise the daily operations of the Guest Experience team, ensuring exceptional service standards are consistently delivered throughout the guest journey. Lead, motivate, and support team members by providing guidance, coaching, and on-the-job training to maintain high levels of performance and guest satisfaction. Oversee guest arrivals and departures, ensuring efficient and seamless check-in and check-out processes while promptly resolving any service issues. Ensure guests are welcomed professionally and provided with accurate information about hotel facilities, services, promotions, and local attractions. Monitor and ensure personalised guest interactions based on guest preferences, special requests, loyalty status, and VIP requirements. Handle guest enquiries, concerns, complaints, and service recovery situations efficiently, ensuring timely resolution and guest satisfaction. Proactively anticipate guest needs and coordinate with relevant departments to deliver personalised experiences and exceed guest expectations. Oversee arrangements for special guest requests, including restaurant reservations, transportation, celebrations, tours, and other bespoke services. Ensure the team provides accurate recommendations for local dining, shopping, entertainment, and attractions, enhancing the overall guest experience. Monitor guest feedback through direct interactions, surveys, and online reviews, ensuring concerns are communicated to relevant departments and corrective actions are implemented promptly. Follow up with guests during and after their stay to measure satisfaction, identify improvement opportunities, and encourage guest loyalty. Ensure VIP, long-stay, and repeat guests receive personalised recognition and exceptional service in accordance with hotel standards. Coordinate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to ensure seamless service delivery and successful execution of guest requests and special events. Assist in preparing team schedules, allocating daily duties, and monitoring productivity to ensure adequate operational coverage. Support recruitment, onboarding, training, and performance evaluations of Guest Experience team members as directed by management. Ensure compliance with hotel policies, brand standards, health and safety regulations, and operational procedures. International