Guest Experience Supervisor

The Post Oak Hotel at Uptown Houston; Houston (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Benefits plans

Paid time off

401K

Advancement opportunities

Diversity and respect

Employee discounts

Job summary

The Post Oak Hotel in Houston is seeking a Guests Experience Supervisor to monitor the Club Lounge and ensure Forbes Five-Star service standards are met. You will lead guest interactions, train staff, and coordinate daily events to delight guests.

This role requires 2-4 years in Rooms or F&B, strong computer and word processing skills, and the ability to work nights, weekends, and holidays. Previous luxury hotel or Forbes experience is preferred, with a focus on teamwork and integrity.

Qualifications

• 2-4 years of Rooms or Food & Beverage experience
• Excellent computer and word processing skills preferred
• Experience in catering, events or food and beverage a plus
• Previous hotel experience, luxury or Forbes experience preferred
• Ability to work flexible schedules, including nights, weekends and holidays is required.
• Physical demands: ability to lift 25 pounds regularly and stand for extended periods

Responsibilities

• Greet guests and welcome them in a friendly manner; ensure knowledge of all hotel daily events
• Manage service execution to ensure Five-Star level service
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Resolves all guest problems and complaints
• Display professional conduct, sound judgment, the highest level of professional integrity, and a strong work ethic
• Understands hourly positions well enough to perform duties in employees' absence or during peak volume periods
• Establishes and maintains open, collaborative relationships with colleagues
• Maintain Club Lounge during peak times
• Operate all aspects of the Club Lounge computer system, including software maintenance, report generation analysis and simple programming

Skills

Guest service

Flexibility

Teamwork

Tools

Word processing

Job description

Overview

The Post Oak Hotel is seeking a Guests Experience Supervisor to join the only double Forbes Five-Star Hotel in Texas. We hire passionate and professional colleagues who genuinely delight our guests through curated and authentic experiences. The Guest Experience Supervisor will be responsible for monitoring all areas and operations of the Club Lounge to ensure adherence to proper standards and compliance with Forbes Five-Star service requirements.

Responsibilities

• Greet guests and welcome them in a friendly manner; ensure knowledge of all hotel daily events
• Manage service execution to ensure Five-Star level service
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Resolves all guest problems and complaints
• Display professional conduct, sound judgment, the highest level of professional integrity, and a strong work ethic
• Understands hourly positions well enough to perform duties in employees' absence or during peak volume periods
• Establishes and maintains open, collaborative relationships with colleagues
• Maintain Club Lounge during peak times
• Operate all aspects of the Club Lounge computer system, including software maintenance, report generation analysis and simple programming

Qualifications

• Aspire to our values of being passionate, strive for excellence, remain relevant, collaborate and act with honor and integrity.
• 2-4 years of Rooms or Food & Beverage experience
• Excellent computer and word processing skills preferred
• Experience in catering, events or food and beverage a plus
• Previous hotel experience, luxury or Forbes experience preferred
• Ability to work flexible schedules, including nights, weekends and holidays is required.
• Physical demands: Ability to lift 25 pounds on a regular basis and prolonged extended periods of standing.

What We Offer You

• Multiple benefit plans to suit your needs
• Paid Time Off
• 401K
• Opportunities for advancement
• Positive and respectful work environment where diversity is valued
• Generous employee discounts on dining, retail, amusements, and hotels
• Community volunteer opportunities
• Complimentary parking and colleague meal

Disclaimer

The above information is intended as a high-level overview of the responsibilities and qualifications for the position and does not represent the full job description which will include all responsibilities, skills, duties, requirements, and working conditions associated with the job. For more information or to see the full job description, contact the Human Resources department at the location in which you are applying.

Tipped Position

This position does not earn tips