Guest Experience Supervisor

amIT Global Solutions Sdn Bhd; Indonesia; On-site; IDR 144,000,000 - 216,000,000; Full time

Job summary

Mövenpick Resort & Spa Bintan Lagoon is seeking an experienced Guest Experience Supervisor to lead the Guest Experience team and ensure exceptional service delivery for all guests. You will coordinate with Front Office, Housekeeping, F&B and other departments to create seamless experiences across the property.

Ideal candidates have 3–4 years in Front Office or Guest Relations, at least 1 year in a supervisory role, and strong English communication skills.

Qualifications

• Minimum 3–4 years of experience in Front Office, Guest Relations, or Guest Experience roles, preferably in a 4- or 5-star hotel.
• Minimum 1 year of supervisory experience with strong team leadership skills.
• Excellent communication and interpersonal skills.
• Good command of English (spoken and written); additional languages are an advantage.
• Strong guest service mindset with excellent problem-solving abilities.
• Experience handling VIP guests, guest complaints, and service recovery.
• Strong knowledge of hotel operations and luxury service standards.
• Ability to lead and motivate a team in a fast-paced environment.
• Professional appearance, positive attitude, and high attention to detail.
• Flexible to work shifts, weekends, and public holidays.

Responsibilities

• Supervise daily Guest Experience operations to ensure exceptional service delivery.
• Lead, coach, and support the Guest Experience team in providing personalized guest services.
• Monitor guest satisfaction and proactively identify opportunities to enhance the guest experience.
• Handle guest feedback, requests, and service recovery situations professionally and efficiently.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
• Manage VIP arrivals, repeat guests, special occasions, and personalized guest arrangements.
• Conduct guest follow-ups, courtesy visits, and satisfaction checks during the guest stay.
• Maintain accurate records of guest preferences, feedback, and service recovery actions.
• Support the implementation of guest engagement programs and hotel initiatives.
• Review guest feedback from various platforms and provide recommendations for service improvement.
• Assist in preparing guest experience reports and performance analysis.
• Ensure compliance with hotel policies, brand standards, and service excellence guidelines.

Skills

Team leadership

Communication skills

Guest service mindset

Problem solving

VIP guest handling

Job description

Company Description

Overlooking the scenic South China Sea, an hour away by ferry from Singapore, Mövenpick Resort & Spa Bintan Lagoon will introduce Swiss-inspired hospitality to Bintan in celebration of Mövenpick's rich culinary legacy. The resort is set to be the new beach getaway destination for all generations with standout facilities, including 408 rooms & suites, two golf course, three lagoon swimming pools, unique restaurant concepts, a two-storey beach club, spacious event spaces. Wellness will also be an integral part of the resort experience, with a vast wellness and recreation village that will feature a gym, a spa, and Kid Club.

Job Description

• Supervise daily Guest Experience operations to ensure exceptional service delivery.
• Lead, coach, and support the Guest Experience team in providing personalized guest services.
• Monitor guest satisfaction and proactively identify opportunities to enhance the guest experience.
• Handle guest feedback, requests, and service recovery situations professionally and efficiently.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
• Manage VIP arrivals, repeat guests, special occasions, and personalized guest arrangements.
• Conduct guest follow-ups, courtesy visits, and satisfaction checks during the guest stay.
• Maintain accurate records of guest preferences, feedback, and service recovery actions.
• Support the implementation of guest engagement programs and hotel initiatives.
• Review guest feedback from various platforms and provide recommendations for service improvement.
• Assist in preparing guest experience reports and performance analysis.
• Ensure compliance with hotel policies, brand standards, and service excellence guidelines.

Qualifications

• Minimum 3–4 years of experience in Front Office, Guest Relations, or Guest Experience roles, preferably in a 4- or 5-star hotel.
• Minimum 1 year of supervisory experience with strong team leadership skills.
• Excellent communication and interpersonal skills.
• Good command of English (spoken and written); additional languages are an advantage.
• Strong guest service mindset with excellent problem-solving abilities.
• Experience handling VIP guests, guest complaints, and service recovery.
• Strong knowledge of hotel operations and luxury service standards.
• Ability to lead and motivate a team in a fast-paced environment.
• Professional appearance, positive attitude, and high attention to detail.
• Flexible to work shifts, weekends, and public holidays.