Guest Experience Supervisor

Job Duties & Responsibilities

• Ensure guests receive personalized and high-quality service throughout their stay.
• Address and resolve guest concerns and complaints efficiently and professionally.
• Monitor guest feedback through surveys, online reviews, and direct interactions to identify improvement areas.
• Implement guest loyalty programs and VIP services to enhance guest retention.
• Ensure accurate and efficient room assignments, reservations, and billing procedures.
• Work closely with housekeeping, F&B, and other departments to meet guest expectations.
• Monitor lobby and public areas to ensure cleanliness, order, and a welcoming atmosphere.
• Build strong relationships with frequent guests, corporate clients, and VIPs.
• Manage guest complaints on online platforms and review sites, ensuring timely responses and reputation management.
• Recommend and implement guest engagement initiatives, such as special welcome amenities and personalized experiences.
• Ensure adherence to hotel policies, safety protocols, and guest privacy regulations.
• Coordinate with security and emergency response teams to maintain a safe and secure environment for guests.
• Monitor adherence to health and safety guidelines, especially in high-touch guest areas.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.