Customer Experience Supervisor

• 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.