Guest Experience Supervisor

About the role

The Guest Experience Supervisor will lead the Guest Experience team at Holiday Inn Riyadh Rose Yard, ensuring every guest receives exceptional service throughout their stay. This role combines front‑office duties with VIP coordination and guest‑relations oversight, all while upholding IHG brand standards.

Key responsibilities

• Supervise daily activities of the Guest Experience team to deliver consistent, high‑quality service.
• Welcome VIP guests, IHG One Rewards members, long‑stay guests and those with special requests, creating personalized experiences.
• Support Front Desk operations including check‑in, check‑out, room assignments, key issuance, payment verification and billing accuracy.
• Maintain accurate guest profiles, preferences and loyalty information in the Opera PMS.
• Handle guest complaints, service recovery and special requests promptly and professionally.
• Coordinate with Housekeeping, Engineering, F&B, Reservations and Security to ensure seamless service delivery.
• Monitor room readiness, arrivals, departures and room allocation to support efficient Front Office flow.
• Verify cashiering procedures, room rates, payment transactions and daily shift balancing.
• Coach, motivate and guide Guest Experience Agents, ensuring compliance with hotel standards.
• Track guest feedback, online reviews and internal satisfaction reports, taking proactive actions to improve the experience.

Required profile

• Diploma or Bachelor’s degree in Hospitality Management, Tourism, Business Administration or a related field.
• 2–4 years of Front Office or Guest Experience experience, with at least 1 year in a supervisory role, preferably in a 4‑ or 5‑star hotel.
• Strong knowledge of Front Office procedures and hotel brand standards.
• Excellent leadership, communication and interpersonal abilities.
• Proven problem‑solving and complaint‑handling skills.

Required skills

• Opera PMS