Z584 | Guest Experience Supervisor

Nobu Hotel Barcelona; Barcelona; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A luxury hospitality establishment in Barcelona is seeking a Guest Experience Supervisor to oversee daily operations and enhance guest experiences. The role involves training staff, ensuring seamless service, and handling guest requests with professionalism. Ideal candidates have prior hotel experience, strong customer service skills, and a passion for hospitality. Opportunities for training and career growth are provided, along with a dynamic work environment.

Servicios

Opportunities for training and career growth

Dynamic, collaborative work environment

Free psychological support

Gym discounts

Competitive salary

Formación

• Prior hotel experience in luxury or 4-5-star settings.
• Supervisory experience is a plus.
• Fluent in English; additional languages are valued.

Responsabilidades

• Maintain a strong, visible presence in the lobby and assist guests.
• Ensure guest touchpoints are personalized and executed seamlessly.
• Conduct daily briefings and ensure cleanliness and organization.
• Handle guest concerns and special requests professionally.
• Collaborate with departments to ensure cohesive guest experience.
• Maintain logs and document service issues.

Conocimientos

Customer service

Attention to detail

Interpersonal skills

Technical proficiency with hotel systems

Composure under pressure

Educación

High school diploma or equivalent

Hospitality college preferred

Herramientas

PMS

MS Office

Digital tools

Descripción del empleo

Job Summary: The Guest Experience Supervisor plays a pivotal role in creating memorable, seamless, and personalized experiences for every guest. This position oversees the daily operations of the Guest Experience team, including Concierge and PBX, adhering to Nobu's global standards of understated luxury and intuitive hospitality. The supervisor supports staff training, service execution, and actively engages with guests to enhance their journey from arrival to departure.

Essential Duties & Responsibilities

1. Lobby Leadership: Maintain a strong, visible presence in the lobby and arrival areas. Greet, engage, and assist guests to create a welcoming atmosphere aligned with the Nobu experience.
2. Service Excellence: Ensure all guest touchpoints are executed seamlessly with attention to personalization.
3. Training & Development: Onboard and train team members on luxury service standards, local knowledge, hotel features, and Nobu’s guest engagement philosophy.
4. Operational Oversight: Conduct daily briefings, ensure cleanliness and organization of all areas, and monitor adherence to safety and privacy standards.
5. Guest Recovery: Proactively handle guest concerns and special requests with empathy and professionalism.
6. Coordination & Communication: Collaborate with other departments to ensure a cohesive guest experience, including group movements, luggage handling, and VIP protocols.
7. Administrative Duties: Maintain logs, track staff attendance, create maintenance requests, and document service issues.
8. Brand Ambassador: Represent the Nobu brand by delivering refined, discreet, and culturally aware service.
9. Lead & Inspire: Lead and support teams in the absence of senior management, fostering a culture of service and authenticity.

Additional Responsibilities

• Adhere to all hotel policies and procedures, ensuring safety, security, and environmental responsibility.
• Participate in meetings, training, and informational sessions to stay aligned with Nobu's service culture.
• Maintain punctuality and professional conduct at all times.
• Perform additional duties or projects as assigned, aligned with hotel standards.

Requirements

• Education: High school diploma or equivalent; hospitality college preferred.
• Experience: Prior hotel experience, preferably in luxury or 4–5-star settings; supervisory experience is a plus.
• Technical Skills: Proficient with hotel systems, PMS, MS Office, and digital tools.
• Communication: Fluent in English; additional languages are valued.
• Additional Skills: Excellent customer service, interpersonal skills, attention to detail, basic math, and composure under pressure.
• Grooming: Maintain a well-groomed appearance per Nobu standards.

What We Offer

• Opportunities for training and career growth.
• Dynamic, collaborative work environment.
• Being part of a family that values passion and kokoro.
• Free psychological support and nutrition content.
• Well-being initiatives including yoga, gym discounts, and healthy dining.
• Competitive salary.

Note: This job posting is active; no indication of expiration is present.