Guest Experience Supervisor

Royal Garden Hotel Limited; Greater London; On-site; GBP 28,000 - 34,000; Full time

Job summary

Royal Garden Hotel Limited in London, United Kingdom, is seeking a Guest Experience Supervisor to oversee the daily operations of the Guest Experience function and ensure luxury service standards are consistently delivered.

You will lead by example, support the Guest Services Team, collaborate with Front Office, Concierge, and Housekeeping, and actively promote hotel facilities and London experiences to enhance guest stays. Temporary covering in absence of the Guest Experience Manager may occur.

Qualifications

• Previous experience in a guest-facing role, ideally in a luxury hotel.
• Strong guest relations and problem-solving skills.
• Excellent communication and interpersonal skills.
• High attention to detail and service standards.
• Immaculate personal presentation.
• Excellent interpersonal skills and professional ethics.
• Ability to stay calm and professional in a fast-paced environment.
• A high level of spoken English; additional language skills are advantageous.
• Knowledge of Opera and Hotel PMS systems.

Responsibilities

• Support the Assistant/Guest Experience Manager in daily operations and service standards.
• Supervise and support the Guest Services Team during daily operations.
• Lead by example and create a warm, welcoming environment for guests and colleagues.
• Ensure personalised and efficient service from arrival through departure.
• Anticipate guest needs and identify opportunities to exceed expectations.
• Assist Front Office leadership with duties and departmental projects.
• Handle guest feedback, complaints and service recovery promptly and professionally.
• Respond to inquiries across channels with courteous, efficient communication and proper documentation.
• Answer incoming calls within three rings using standard etiquette and transfer as needed.
• Maintain lobby presence and coordinate training needs under Tailor Touch Programme.

Skills

Guest relations

Problem solving

Communication skills

Attention to detail

Personal presentation

Interpersonal skills

English proficiency

Tools

Opera

Hotel PMS

Job description

The Guest Experience Supervisor is responsible for facilitating guest experience in a unique and sincere way.

• Support the Assistant/Guest Experience Manger in the daily operation of the Guest Experience function, ensuring service standards are consistently delivered.
• Supervise and support the Guest Services Team during daily operations, ensuring the highest standards of luxury service are consistently maintained.
• Lead by example and create a warm, welcoming and professional environment for guests and colleagues.
• Ensure guests receive personalised and efficient service from arrival through departure.
• Anticipate guest needs and proactively identify opportunities to exceed expectations.
• Support Front Office leadership team with operational duties and departmental projects.
• Support with guest feedback, complaints, and service recovery professionally and promptly, escalating issues when appropriate.
• Respond to guest enquiries and requests via different channels, ensuring all communications are courteous, efficient, and documented.
• Support with answering all incoming calls within three rings using the Royal Garden Hotel’s standard telephone etiquette, providing accurate information and transferring calls promptly to the relevant department or individual.
• Actively perform Tailor Touch Programme by maintaining visible lobby presence and assisting with coordinating of coverage and training needs where appropriate
• Support Assistant/Guest Experience Manger in supervising Guest Services Team members, ensuring clarity of responsibilities and adherence standards.
• Liaise closely with Front Office, Concierge, Housekeeping, Food and Beverage, Engineering and other departments to ensure a seamless guest experience.
• Brief and coach team members on daily operations, guest requirements, VIP arrivals, special occasions and service standards.
• Maintain accurate guest information and ensure all requests and follow-ups are recorded and communicated effectively.
• Assist with VIP and repeat guest recognition, ensuring preferences and special requirements are understood and delivered.
• Provide effective handovers regarding VIP arrivals, special requests, service recovery cases and guest preferences.
• Actively promote hotel facilities, services and relevant London experiences to enhance the guest stay and generate additional revenue where appropriate.
• Step into the Assistant/Guest Experience Manager role in their absence, ensuring continuity of service and decision making within agreed parameters.

If you’re our ideal Guest Experience Supervisor, you will have;

• Previous experience in a similar guest-facing position is essential, ideally gained in a luxury 4- or 5-star hotel or another high-end environment.
• Strong guest relations and problem-solving skills
• Excellent communication and interpersonal skills
• High Attention to detail and service standards
• Immaculate personal presentation
• Excellent interpersonal skills and possession of a full understanding of professional ethics, decorum and social skills
• Ability to remain calm and professional in a fast-paced environment
• A high level of spoken English is essential; proficiency in an additional language is advantageous.
• Good Interpersonal skills
• Knowledge of hotel systems such as Opera and Hotel property Management systems and tools

Guest Experience Supervisor London, UK