Guest Experience Supervisor

InterContinental Hotels Group; Riyadh; On-site; SAR 112,000 - 201,000; Full time

Job summary

Holiday Inn Riyadh Rose Yard, operated by InterContinental Hotels Group, seeks a Guest Experience Supervisor to lead the Front Office guest journey and oversee the Guest Experience team. You will guide VIP arrivals, ensure service excellence, and coordinate with Housekeeping, Engineering and F&B to deliver memorable stays.

Ideal candidates will have 2–4 years in Front Office or Guest Experience, with at least 1 year in supervision, and strong knowledge of Opera PMS and English language skills.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management or related field.
• 2–4 years Front Office or Guest Experience experience with at least 1 year in a supervisory role.
• Experience with Opera PMS or similar property management system.
• Strong leadership and communication skills, plus guest relations expertise.

Responsibilities

• Supervise the daily activities of the Guest Experience team and ensure exceptional service.
• Welcome VIP guests, loyalty members, long-stay guests and special requests with personalised attention.
• Support Front Desk operations including check-in/check-out, room assignments, and billing accuracy.
• Maintain guest profiles and loyalty information in Opera PMS.
• Handle guest complaints and service recovery with prompt resolutions.
• Coordinate with Housekeeping, Engineering, F&B, Reservations and Security for seamless service.
• Monitor room readiness, arrivals, departures, and room allocation to optimize efficiency.
• Verify cashiering procedures, room rates, payments and daily shift balancing.
• Coach and motivate Guest Experience Agents to meet hotel standards.
• Monitor guest feedback and online reviews to drive improvements.

Skills

Leadership

Guest relations

Communication

Interpersonal skills

Problem solving

Cash handling

Under pressure

English proficiency

Education

Diploma in Hospitality Management

Bachelor’s degree in related field

Tools

Opera PMS

Job description

Description

We are looking for a Guest Experience Supervisor to join our Front Office team at Holiday Inn Riyadh Rose Yard. The successful candidate will oversee the daily Guest Experience operations, ensuring exceptional guest service throughout the guest journey while maintaining compliance with Holiday Inn and IHG brand standards. The role is responsible for supervising the Guest Experience team, supporting Front Desk operations, coordinating VIP arrivals, resolving guest concerns, and promoting a welcoming and memorable stay for every guest.

Key Responsibilities:

• Supervise the daily activities of the Guest Experience team, ensuring consistent delivery of exceptional guest service.
• Welcome VIP guests, IHG One Rewards members, long-stay guests, and guests with special requests, ensuring personalized and memorable experiences.
• Support Front Desk operations, including guest check-in, check-out, room assignments, key issuance, payment verification, and billing accuracy.
• Ensure guest profiles, preferences, and loyalty program information are accurately maintained in the
• Property Management System (Opera PMS).
• Handle guest complaints, service recovery, and special requests professionally, ensuring prompt resolution and guest satisfaction.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, Reservations, and Security to ensure seamless service delivery.
• Monitor room readiness, arrivals, departures, and room allocation to support efficient Front Office operations.
• Verify cashiering procedures, room rates, payment transactions, and daily shift balancing in accordance with hotel financial procedures.
• Supervise daily shift activities, ensuring proper handovers, accurate documentation, and effective communication between shifts.
• Coach, motivate, and provide on-the-job guidance to Guest Experience Agents, ensuring compliance with hotel standards and service expectations.
• Monitor guest feedback, online reviews, and internal satisfaction reports, taking proactive actions to improve the guest experience.
• Ensure all guest requests are followed up and completed within agreed service standards.
• Maintain a professional lobby presence, anticipating guest needs and creating a welcoming atmosphere at all times.
• Ensure compliance with Holiday Inn brand standards, hotel policies, health and safety procedures, and data confidentiality requirements.
• Perform any additional operational duties assigned by the Front Office Manager or Assistant Front Office Manager.

Requirements:

• Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum 2–4 years of Front Office or Guest Experience experience, including at least 1 year in a supervisory role, preferably within a 4 or 5-star hotel.
• Strong knowledge of Front Office procedures and Property Management Systems such as Opera PMS.
• Excellent leadership, guest relations, communication, and interpersonal skills.
• Strong problem-solving, complaint handling, and service recovery abilities.
• Good understanding of cashiering procedures, room allocation, and guest account management.
• Ability to work under pressure while maintaining a positive and professional attitude.
• Good command of English; Arabic is an advantage.