Guest Experience Supervisor - VIP & Front Desk Lead

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

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.