Guest Experience Supervisor

Supervise, mentor and coach guest experience staff, providing constructive performance feedback and professional development opportunities to foster team growth.
​Manage guest inquiries, complaints and special requests with professionalism and empathy, ensuring prompt and satisfactory resolutions that exceed expectations.
​Develop, implement and continuously refine guest experience policies and procedures that enhance overall satisfaction and loyalty.
​Monitor and analyze team performance metrics, conduct regular performance reviews and implement strategies to maintain consistent service quality standards.
​Collaborate with other departments to address guest needs and ensure seamless, coordinated service delivery across all organizational touchpoints.
​Train and onboard team members on customer service best practices, conflict resolution techniques and cultural sensitivity appropriate to our international guest base.
​Customize and personalize guest experiences based on individual preferences and feedback to foster loyalty and generate positive reviews.
​Gather and analyze guest feedback through reviews and surveys to identify trends, make improvements, and respond to reviews to enhance the guest experience.
Maintain organized records and documentation of guest interactions, team performance and operational metrics for analysis and reporting.