Loyalty & Guest Experiences Supervisor

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.
  

Key Responsibilities

• Supervise daily Guest Experience operations to ensure exceptional service delivery and adherence to brand standards.
  
• Lead, coach, and support the Guest Experience team in providing personalized guest services and professional development.
  
• Monitor guest satisfaction metrics and proactively identify opportunities to enhance the overall guest experience.
  
• Handle guest feedback, requests, and service recovery situations professionally and efficiently to maintain guest loyalty.
  
• 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 with meticulous attention to detail.
  
• Conduct guest follow-ups, courtesy visits, and satisfaction checks during the guest stay to reinforce positive experiences.
  
• Maintain accurate records of guest preferences, feedback, and service recovery actions for future reference and personalization.
  
• Support the implementation of guest engagement programs, loyalty initiatives, and hotel-wide service excellence projects.
  
• Review guest feedback from various platforms and provide actionable recommendations for continuous service improvement.
  
• Train and mentor team members on loyalty program features, guest recognition protocols, and service recovery techniques.
  
• Monitor and analyze guest experience performance metrics, preparing detailed reports and trend analysis for management review.
  
• Assist in preparing guest experience reports and performance analysis to support strategic decision-making.
  
• Ensure compliance with hotel policies, brand standards, and service excellence guidelines across all guest touchpoints.