Luxury Guest Experience Supervisor

Rosewood Hotel Group; Doha; On-site; QAR 180,000 - 240,000; Full time

Job summary

Rosewood Doha is seeking a capable leader to supervise the daily operation of the Guest Relations and Butler teams, ensuring superb VIP experiences and personalized service. You will coach staff, manage shifts, and coordinate front-of-house operations to maintain Rosewood's luxury standards.

You will monitor guest preferences, ensure room setups, and oversee Butler itineraries, with a focus on delivering consistent, high-quality service across all shifts.

Responsibilities

• Supervise the daily operation of the Guest Relations and Butler teams.
• Lead daily briefings and shift handovers.
• Coordinate daily task allocation and lobby coverage.
• Ensure appropriate staffing levels and shift coverage.
• Support scheduling and annual leave planning.
• Conduct daily coaching and mentor new associates.
• Maintain grooming standards and team engagement.
• Act as first point of escalation for operational challenges.
• Personally welcome VIP, repeat and long-stay guests.
• Verify guest preferences in Opera.
• Ensure amenities and room set-ups are completed before arrival.
• Monitor Butler itineraries and Guest Relations assignments.
• Follow up on all guest requests and recover service failures.
• Supervise Butler daily operations.
• Coach Butlers on anticipation and personalization.
• Review Butler task completion and communication with departments.
• Monitor compliance with Forbes, LQA and Rosewood standards.
• Perform quality inspections of VIP arrivals and public areas.
• Review guest feedback and ensure glitches are followed through.
• Drive consistency across all shifts.
• Conduct departmental training sessions.
• Support training plans and mandatory training compliance.
• Develop future supervisors through coaching.
• Ensure seamless communication across all operational departments.
• Participate in operational meetings.
• Maintain accurate handovers and communicate SOP updates.
• Monitor Opera profile completion and preference capture.
• Review traces and departmental reports.
• Ensure SOP compliance.
• Conduct performance observations.
• Support appraisals and probation reviews.
• Coach underperforming associates and recognize high performers.
• Promote upselling and hotel outlet utilization.
• Monitor amenity usage and productivity.

Job description

Rosewood Doha is seeking a capable leader to supervise the daily operation of the Guest Relations and Butler teams, ensuring superb VIP experiences and personalized service. You will coach staff, manage shifts, and coordinate front-of-house operations to maintain Rosewood's luxury standards.

You will monitor guest preferences, ensure room setups, and oversee Butler itineraries, with a focus on delivering consistent, high-quality service across all shifts.