Guest Experience Supervisor

IHG Hotels & Resorts; Riyadh; On-site; SAR 89,000 - 134,000; Full time

Job summary

Holiday Inn Riyadh Rose Yard, part of IHG Hotels & Resorts, seeks a Guest Experience Supervisor to oversee daily Guest Experience operations and ensure exceptional service across the guest journey. You will supervise the Guest Experience team, coordinate with Front Desk, and uphold brand standards.

Responsibilities include managing VIP arrivals, resolving guest concerns, and collaborating with Housekeeping, Engineering, F&B, Reservations, and Security to deliver seamless service.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related field.
• 2–4 years Front Office or Guest Experience experience, incl. 1 year supervisory role, preferably in 4/5-star hotel.
• Strong knowledge of Front Office procedures and Opera PMS.
• Excellent leadership, guest relations, communication, and interpersonal skills.
• Strong problem-solving, complaint handling, and service recovery abilities.

Responsibilities

• Supervise daily activities of the Guest Experience team, ensuring exceptional guest service.
• Welcome VIP guests, IHG One Rewards members, long-stay guests, and guests with special requests.
• Support Front Desk operations: check-in/out, room assignments, key issuance, payment verification, billing accuracy.
• Maintain guest profiles, preferences, and loyalty information in Opera PMS.
• Handle guest complaints and service recovery with prompt resolution.
• Coordinate with Housekeeping, Engineering, F&B, Reservations, and Security to ensure seamless service.
• Monitor room readiness, arrivals, departures, and room allocation.
• Verify cashiering procedures, room rates, payments, and daily shift balancing.
• Supervise daily shifts, ensure proper handovers and communication.
• Coach and guide Guest Experience Agents per hotel standards.
• Monitor guest feedback and online reviews to drive improvements.
• Ensure guest requests are followed up within service standards.
• Maintain professional lobby presence and welcoming atmosphere.
• Ensure compliance with brand standards, policies, health/safety, and data confidentiality.

Skills

Leadership

Guest relations

Communication

Interpersonal skills

Problem solving

Complaint handling

Service recovery

Cashiering procedures

Room allocation

English proficiency

Arabic language

Education

Bachelor's degree in Hospitality Management

Diploma in Hospitality

Tools

Opera PMS

Job 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.