Guest Experience Supervisor

About the Role:

As a Guest Experience Supervisor, you will be responsible for ensuring an exceptional guest experience throughout the entire guest journey, from arrival to departure. You will oversee guest services, handle inquiries and concerns, coordinate with operational teams, and maintain high service standards to enhance guest satisfaction, loyalty, and overall villa performance.

Qualifications:

• Minimum Diploma (D3) or Bachelor's Degree in Hospitality Management, Tourism, Hotel Management, or a related field.

• Minimum 2–3 years of experience in a supervisory role within the hospitality industry, preferably in villas, resorts, or luxury accommodations.

• Strong knowledge of guest service standards and hospitality operations.

• Excellent communication and interpersonal skills.

• Proven ability to lead, train, and motivate a team.

• Strong problem-solving and conflict-resolution abilities.

• Customer-oriented mindset with a passion for delivering exceptional guest experiences.

• Ability to work in a fast-paced environment and ha

• ndle multiple tasks effectively.

• Good organizational and time-management skills.Proficient in Microsoft Office and hospitality management systems.

• Fluent in English, both written and spoken; additional language skills are an advantage.

• Willing to work flexible hours, including weekends and public holidays, based on operational needs.
  
  

Job Description:

• Greet and warmly welcome guests upon arrival, ensuring a positive first impression.

• Handle check-in and check-out processes efficiently and accurately.

• Respond to guest inquiries, requests, and complaints in a prompt and professional manner.

• Maintain and update guest profiles, preferences, and feedback to deliver personalized service.

• Assist in organizing guest activities, events, and excursions as needed.

• Follow up with guests during their stay to ensure satisfaction and address any concerns.

• Oversee daily villa operations, including housekeeping, maintenance, and guest services.

• Ensure all villas are well-maintained, clean, and prepared for guest arrivals at all times.

• Act as the main point of contact between guests and staff, handling special requests and resolving issues professionally.

• Monitor staff performance and provide training, coaching, and constructive feedback.

• Coordinate with other departments (Front Office, Engineering, and F&B) to ensure smooth operations.

• Conduct regular inspections to maintain high standards of cleanliness, safety, and service quality.

• Manage villa inventory, amenities, and operational supplies.

• Support management in scheduling, reporting, and administrative tasks.

• Ensure compliance with company policies, SOPs, and health & safety regulations.

• Promote excellent guest experiences and contribute to repeat bookings.