Guest Experience Supervisor

Our Day to Day

People

• Manage everyday Front Office activities, plan and assign work, ensuring the department is appropriately staffed to meet guest and operational requirements
• Supervise, coach, and support Front Office colleagues to improve performance and deliver excellent guest service
• Develop performance and development goals for colleagues and recognise good performance
• Train and guide colleagues to ensure they follow hotel policies, procedures, and service standards and have the tools they need to work efficiently
• Support the Front Office Manager with staff scheduling, briefings, performance feedback, and other HR-related activities where required
• Create a positive working environment and promote teamwork between Front Office, Housekeeping, Food & Beverage, Engineering, and other hotel departments
• Conduct daily briefings and ensure colleagues are informed about arrivals, departures, VIP guests, special requests, events, and operational updates

Financial

• Support the Front Office team in achieving departmental revenue and operational targets
• Maximise hotel room revenue through effective room allocation, upselling, upgrades, and promoting hotel facilities and services
• Monitor room availability, occupancy, room rates, and special offers to support revenue optimisation
• Assist with accurate handling of cash, credit card transactions, billing, deposits, and other financial procedures in accordance with hotel standards
• Monitor and minimise billing errors, discrepancies, and revenue losses
• Assist with departmental budgets, forecasts, and financial reports as required by the Front Office Manager
• Promote additional hotel services such as food and beverage, spa, transportation, and other guest facilities to increase revenue opportunities

Guest Experience

• Welcome and assist guests throughout their stay, ensuring a warm, professional, and personalised experience
• Supervise check-in and check-out procedures to ensure they are completed efficiently and according to hotel standards
• Handle guest requests, enquiries, feedback, and complaints professionally and ensure appropriate follow-up
• Provide guests with accurate information about hotel facilities, services, local attractions, restaurants, transportation, and other points of interest
• Identify opportunities to exceed guest expectations and create memorable experiences
• Maintain strong communication with guests and other departments to ensure all special requests and guest preferences are fulfilled
• Monitor guest satisfaction and take immediate action to resolve service issues
• Assist with VIP arrivals, special occasions, long-stay guests, and other priority guests as required
• Ensure accurate maintenance of guest profiles, preferences, and relevant Front Office records

Responsible Business

• Promote the hotel’s standards, values, and reputation through professional guest service
• Identify opportunities to improve Front Office procedures, guest satisfaction, and operational efficiency
• Work closely with other departments to improve the overall guest journey and ensure seamless service delivery
• Ensure compliance with hotel policies, health and safety requirements, data protection procedures, and Front Office standards
• Support environmentally responsible and cost-conscious practices within the department
• Ad-hoc duties – unexpected moments when we have to pull together to get a task done

Accountability

This is a supervisory role within the Front Office department responsible for overseeing day-to-day guest service operations. The Guest Service Supervisor supports the Front Office Manager in ensuring smooth front desk operations, effective team performance, accurate financial procedures, and consistently high standards of guest service. The role may supervise Guest Service Agents, Receptionists, Concierge, Bell/Door colleagues, and other Front Office team members depending on the hotel structure.

What we need From you

• Diploma, Bachelor’s degree, or higher education qualification in Hospitality, Hotel Management, Business Administration, or a related field
• Two to four years of experience in a Front Office or Guest Services role within a hotel or hospitality environment, with supervisory or team-leading experience preferred
• Strong knowledge of Front Office operations, including check-in, check-out, reservations, room allocation, guest billing, and guest relations
• Excellent communication and interpersonal skills
• Must speak English language
• Additional languages are preferred
  
  What we Offer
• We'll reward your dedication with a competitive salary, comprehensive benefits, and opportunities for career growth within IHG Hotels & Resorts.
• When you join us, you become part of the global IHG family. We succeed by supporting one another, embracing diverse perspectives, and always doing the right thing. We're looking for individuals who genuinely care about creating memorable guest experiences, pay attention to the little details, and continuously strive to improve every day
• We're looking for individuals who genuinely care—those who pay attention to the little details that create memorable guest experiences and are always seeking opportunities to improve. If you're passionate about hospitality and committed to delivering exceptional service, we'd love to hear from you.
• To learn more about careers with IHG Hotels & Resorts, visit https://careers.ihg.com.