Guest Experience Supervisor

InterContinental Hotels Group; Muscat; On-site; OMR 10,000 - 15,000; Full time

Job summary

A leading hospitality group is seeking a Guest Experience Supervisor for their Muscat location. The ideal candidate will oversee guest services, ensuring exceptional hospitality standards and resolution of guest concerns. Experience in hospitality management and exceptional communication skills are essential for this role.

Benefits

Competitive salary and benefits

Employee room discounts

Comprehensive training

Qualifications

• Experience in front office, guest relations, or supervisory hospitality role (2-4 years).
• Proven customer service and conflict resolution skills.
• Proficient in hotel PMS systems and Microsoft Office.

Responsibilities

• Supervise daily operations of Guest Services/Front Office team.
• Act as a key point of contact for guests, resolving complaints and special requests.
• Conduct regular service audits and monitor guest interactions.

Skills

Customer Service

Conflict Resolution

Problem-Solving

Interpersonal Skills

Communication

Education

Diploma or degree in Hospitality Management

Tools

Hotel PMS systems (e.g., Opera, Protel)

Microsoft Office

Job description

Hotel: Muscat Al Mouj (MCTAL), Plot 595, Phase 1, Street 6,, Al Mouj

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.

WHAT YOU CAN EXPECT FROM US:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work-life – including a full uniform, impressive room discounts, and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our well-being framework, we are committed to supporting well-being in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.

Who we are

Join voco hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco hotels

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.