Guest Experience Supervisor

The Post Oak; Houston (TX); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Benefits package

Paid time off

401(k)

Advancement opportunities

Employee discounts

Volunteer opportunities

Complimentary parking & meals

Job summary

The Post Oak Hotel, a Forbes Five-Star destination in Houston, seeks a Guests Experience Supervisor to oversee the Club Lounge and ensure Forbes-standard service. You will monitor operations, coach staff, and maintain a premier guest experience.

Responsibilities include greeting guests, managing service delivery, resolving issues, and coordinating with colleagues to sustain Five-Star results during peak times. A luxury hotel background is preferred, with flexible scheduling a must.

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 on a regular basis and prolonged extended periods of standing.

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

Customer service

Computer skills

Tools

Club Lounge computer system

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

Tipped Position

This position does not earn tips