Loyalty & Guest Experiences Supervisor

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.