Guest Experience Supervisor, NOX Beach Club

* SCOPE OF WORK
- The Guest Experience Supervisor is responsible for delivering exceptional service standards and creating memorable experiences for all guests at NOX Beach Club. This role ensures smooth daily operations, supervises guest-facing staff, manages service recovery, and works closely with the F&B leadership team to enhance guest satisfaction, brand reputation, and overall operational excellence.
* KEY RESPONSIBILITIES AND ACCOUNTABILITIES
- Duties may include but not limited to:
+ Guest Experience & Service Quality
- Ensure all guests receive exceptional, personalized, and timely service throughout their visit.
- Monitor guest flow, seating, table arrangements, and beach area service to ensure a seamless experience.
- Collaborate with the F&B team to maintain brand service standards and implement guest experience initiatives.
- Manage VIP, VVIP, and special-occasion guests, ensuring tailored services.
- Handle guest inquiries, special requests, and complaints with professionalism and efficiency.
+ Events & Special Occasions
- Coordinate guest-related arrangements for events, parties, group bookings, and celebrations at NOX Beach Club.
- Ensure smooth communication with Sales, Marketing, and other departments for event execution.
+ Guest Feedback & Service Recovery
- Monitor guest satisfaction through direct feedback, surveys.
- Analyze guest experience data and collaborate with management to implement improvement plans.
- Lead service recovery efforts and ensure follow-up communication when required.
+ Operational Leadership
- Supervise the daily front-of-house operations at NOX Beach Club.
- Support team scheduling, task delegation, and shift briefings to ensure readiness and service consistency.
- Work closely with the Outlet Manager to coordinate entertainment, events, and operational activities.
- Ensure compliance with resort policies, health & safety standards, and F&B operation guidelines.
+ Team Management & Training
- Lead, coach, and develop team to deliver outstanding hospitality.
- Conduct service training, grooming checks, and performance feedback.
- Promote a positive working environment that encourages teamwork, communication, and professional growth.
+ Reporting & Administration
- Prepare daily reports on guest comments, operational issues, and team performance.
- Support in inventory checks, requisitions, and administrative tasks as assigned.
- Contribute ideas for service enhancements, upselling strategies, and guest engagement programs.
- Others assigned related duties from line manager and the Company