Guest Experience Supervisor

2 weeks ago

Dubai, United Arab Emirates IHG - INTERCONTINENTAL HOTELS GROUP Full time
  • Supervise and lead a team of Guest Experience Agents, providing guidance and support.
  • Ensure smooth operations of the front desk and guest services, maintaining high standards of service.
  • Train new team members on front office procedures, guest service standards, and hotel policies.
  • Monitor the performance of Guest Experience Agents, providing feedback and coaching as necessary.
  • Handle escalated guest issues and complaints, resolving them in a timely and satisfactory manner.
  • Assist with guest check-ins and check-outs, ensuring efficiency and accuracy.
  • Oversee the coordination of guest requests and ensure they are fulfilled promptly and accurately.
  • Maintain knowledge of hotel facilities, services, and local attractions to provide recommendations to guests.
  • Monitor and maintain the cleanliness and organization of the front desk area and lobby.
  • Conduct regular audits of guest accounts, ensuring accuracy and adherence to hotel policies.
  • Prepare reports on guest satisfaction, occupancy levels, and other relevant metrics.
  • Assist with administrative tasks, such as scheduling, payroll, and inventory management.

Ideally, you should possess some or all the following qualifications and experience:

  • Previous experience in a supervisory role in a hotel front office or guest services department.
  • Excellent leadership and team management skills, with the ability to motivate and inspire a team.
  • Strong knowledge of front office procedures, guest service standards, and hotel policies.
  • Exceptional communication and interpersonal skills, with a customer-focused mindset.
  • Proficiency in operating hotel reservation systems, such as Opera or similar software.
  • Ability to handle guest complaints and difficult situations with professionalism and empathy.

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