Guest Experience Supervisor

Role Overview

Guest Experience Supervisor at Holiday Inn Riyadh Rose Yard. The role oversees daily Guest Experience operations, ensuring exceptional guest service throughout the guest journey while maintaining compliance with Holiday Inn and IHG brand standards.

Role Purpose

Supervise the Guest Experience team and support Front Office operations to deliver exceptional guest service. Coordinate VIP arrivals, resolve guest concerns, and promote a welcoming and memorable stay for every guest.

Key Responsibilities

Guest Experience & Service Delivery

• Welcome VIP guests, IHG One Rewards members, long-stay guests, and guests with special requests, ensuring personalized and memorable experiences.
• Handle guest complaints, service recovery, and special requests professionally, ensuring prompt resolution and guest satisfaction.
• Monitor guest feedback, online reviews, and internal satisfaction reports, taking proactive actions to improve the guest experience.
• Ensure all guest requests are followed up and completed within agreed service standards.
• Maintain a professional lobby presence, anticipating guest needs and creating a welcoming atmosphere at all times.

Team Supervision & Development

• Supervise the daily activities of the Guest Experience team, ensuring consistent delivery of exceptional guest service.
• Coach, motivate, and provide on-the-job guidance to Guest Experience Agents, ensuring compliance with hotel standards and service expectations.
• Supervise daily shift activities, ensuring proper handovers, accurate documentation, and effective communication between shifts.

Front Office Operations

• Support Front Desk operations, including guest check-in, check-out, room assignments, key issuance, payment verification, and billing accuracy.
• Monitor room readiness, arrivals, departures, and room allocation to support efficient Front Office operations.
• Ensure guest profiles, preferences, and loyalty program information are accurately maintained in the Property Management System (Opera PMS).

Financial & Compliance Management

• Verify cashiering procedures, room rates, payment transactions, and daily shift balancing in accordance with hotel financial procedures.
• Ensure compliance with Holiday Inn brand standards, hotel policies, health and safety procedures, and data confidentiality requirements.

Cross-Departmental Coordination

• Coordinate closely with Housekeeping, Engineering, Food & Beverage, Reservations, and Security to ensure seamless service delivery.

Additional Duties

• Perform any additional operational duties assigned by the Front Office Manager or Assistant Front Office Manager.

Qualifications & Experience

• Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum 2–4 years of Front Office or Guest Experience experience.
• At least 1 year in a supervisory role, preferably within a 4 or 5-star hotel.
• Strong knowledge of Property Management Systems such as Opera PMS.

Skills & Competencies

• Excellent leadership, guest relations, communication, and interpersonal skills.
• Strong problem-solving, complaint handling, and service recovery abilities.
• Good understanding of cashiering procedures, room allocation, and guest account management.
• Ability to work under pressure while maintaining a positive and professional attitude.
• Good command of English; Arabic is an advantage.