Guest Experience Supervisor

About the Role

InterContinental Hotels Group is seeking a Guest Experience Supervisor to join the Front Office team at Holiday Inn Riyadh Rose Yard. This full-time role involves overseeing daily Guest Experience operations, ensuring high standards of guest service, and maintaining compliance with Holiday Inn and IHG brand standards. The supervisor will lead the Guest Experience team and support overall Front Desk functions.

Key Responsibilities

• Supervise the daily activities of the Guest Experience team to ensure consistent delivery of guest service.
• Welcome VIP guests, IHG One Rewards members, long-stay guests, and those with special requests, providing personalized experiences.
• Support Front Desk operations, including guest check-in, check-out, room assignments, key issuance, payment verification, and billing accuracy.
• Ensure accurate maintenance of guest profiles, preferences, and loyalty program information in the Property Management System (Opera PMS).
• Handle guest complaints, service recovery, and special requests professionally, ensuring prompt resolution.
• Coordinate with Housekeeping, Engineering, Food & Beverage, Reservations, and Security for seamless service delivery.
• Monitor room readiness, arrivals, departures, and room allocation to support efficient Front Office operations.
• Verify cashiering procedures, room rates, payment transactions, and daily shift balancing according to hotel financial procedures.
• Supervise daily shift activities, ensuring proper handovers, accurate documentation, and effective communication between shifts.
• Coach, motivate, and provide on-the-job guidance to Guest Experience Agents, ensuring compliance with hotel standards.
• Monitor guest feedback, online reviews, and internal satisfaction reports to proactively improve the guest experience.
• Ensure all guest requests are followed up and completed within agreed service standards.
• Maintain a professional lobby presence, anticipating guest needs and fostering a welcoming atmosphere.
• Ensure compliance with Holiday Inn brand standards, hotel policies, health and safety procedures, and data confidentiality.
• Perform additional operational duties as assigned by the Front Office Manager or Assistant Front Office Manager.

Experience and Qualifications

• 2-5 years of experience in a relevant guest service or front office role.
• Demonstrated ability to supervise a team and manage daily operations.
• Familiarity with Property Management Systems (PMS), preferably Opera PMS.
• Understanding of hotel brand standards and operational procedures.

Required Skills

• Strong interpersonal and communication skills.
• Problem-solving abilities and a guest-focused approach.
• Organizational skills and attention to detail.
• Ability to work collaboratively with various hotel departments.

Work Environment

This role is based at the Holiday Inn Riyadh Rose Yard and involves working within the Front Office team, contributing to a welcoming atmosphere for all guests.