Guest Experience Supervisor – VIP Care & Front Desk Lead

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

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.