Guest Experience Supervisor voco

We are looking for a passionate and service-oriented Guest Experience Supervisor to oversee daily guest interactions and ensure consistently high standards of service delivery. In this role, you will be the face of the hotel, supporting front-line teams in delivering personalized experiences that exceed guest expectations and enhance satisfaction. The ideal candidate has strong interpersonal skills, a hands-on leadership approach, and a deep understanding of hospitality service standards.

YOUR DAY-TO-DAY:

• Supervise the daily operations of the Guest Services/Front Office team to ensure smooth and efficient service.
• Act as a key point of contact for guests, resolving complaints, special requests, and feedback with professionalism and urgency.
• Monitor and elevate the guest journey from pre-arrival to post-departure, ensuring every interaction is warm, personalized, and in line with brand standards.
• Conduct regular service audits, lobby presence, and guest engagement activities.
• Support and train staff on service protocols, upselling techniques, complaint handling, and guest personalization.
• Collaborate with housekeeping, food & beverage, concierge, and other departments to ensure seamless guest experiences.
• Track and analyse guest feedback from surveys and review platforms (e.g., Medallia, TripAdvisor) and initiate corrective actions where necessary.
• Maintain accurate records of VIP guests, guest preferences, service recovery cases, and loyalty program activity.
• Assist with check-ins and check-outs during peak periods and high occupancy.
• Ensure the front-line team adheres to grooming, conduct, and brand service standards.

WHAT WE NEED FROM YOU:

• Diploma or degree in Hospitality Management or a related field.
• 2 4 years of experience in a front office, guest relations, or supervisory hospitality role.
• Proven customer service and conflict resolution skills.
• Excellent communication and interpersonal abilities.
• Proficient in hotel PMS systems (e.g., Opera, Protel) and Microsoft Office.
• Strong problem-solving skills and ability to work in a fast-paced, guest-facing environment.
• Flexibility to work shifts, weekends, and holidays.