Guest Experience Supervisor

Description

  Guest Experience Supervisor  

At Hotel Trinity , we believe great hotels   don't just provide a place to stay. They create stories worth telling.  

As a Guest Experience Supervisor ,   you'll help bring those stories to life.  You'll be the person who notices the anniversary before anyone else, remembers a returning guest's favorite cocktail, finds a solution before a problem becomes a complaint, and creates moments that guests  can't wait to tell their friends about.  

Reporting to the Director of Guest Experience,  you'll help shape the energy of the hotel from the moment guests arrive to the moment they leave.  You'll lead by example, support and inspire your team, and make sure every interaction feels personal, effortless, and  unmistakably Hotel Trinity.  

This  isn't   just about delivering   service .  It's about creating a feeling.  

And  that's what makes us different.  

Hotel Trinity : Launching late 2026 as the only Marriott Autograph Collection Hotel in downtown Austin, this 258-room luxury boutique hotel is Austin's finest private hideaway. Featuring a guest-only rooftop pool, world-class hospitality amenities with residential appointments, and the city's most sought-after high-end seafood restaurant and oyster bar,   it's the perfect place to work, play, and stay out of the fray.  

What You'll Do  

Create Moments That Matter  

• Make every guest feel seen, welcomed, and genuinely cared for.  

• Personalize experiences by  anticipating needs, celebrating special occasions, and finding thoughtful ways to surprise and delight.  

• Help create the kind of stay guests talk about long after  they've returned home.  

Lead from the Floor  

• Be a visible presence throughout the hotel, building relationships with guests and supporting associates where they need you most.  

• Jump into  the action when things get busy because hospitality happens in real time.  

• Set the tone for service excellence through your energy, attitude, and example.  

Turn Challenges into Opportunities  

• Own guest concerns with confidence, empathy, and urgency.  

• Recover service issues in ways that leave guests feeling valued and appreciated.  

• Look beyond the problem to find opportunities to strengthen loyalty and trust.  

Inspire Great Hospitality  

• Coach and support associates to deliver exceptional guest experiences every day.  

• Celebrate wins, recognize memorable moments, and help create a culture where great hospitality thrives.  

• Reinforce service standards while encouraging associates to bring their personalities and creativity to every interaction.  

Keep the Experience Seamless  

• Partner with Front Office, Housekeeping, Food & Beverage, Engineering, and hotel leadership to ensure every part of the guest journey feels connected and effortless.  

• Coordinate VIP arrivals, special requests, celebrations, and unique guest experiences.  

• Walk the hotel regularly to ensure every space reflects the standards and spirit of Hotel Trinity.  

Help Us Get Better Every Day  

• Monitor guest feedback, reviews, and survey results to  identify opportunities for improvement.  

• Share observations and ideas that help elevate the guest experience.  

• Stay curious, challenge the ordinary, and always look for ways to make  a great experience even better.  

Who You Are  

• You're a people person. The kind of person who remembers names, notices the  little things , and genuinely enjoys making someone's day better.  

• You believe hospitality is more than service.  It's creating moments guests talk about long after  they've checked out.  

• You know how to read a room, solve a problem, and turn a potential complaint into a "wow, thank you" moment.  

• You bring positive energy wherever you go and understand that great experiences start with great attitudes.  

• You love being in  the action , not behind a desk. Whether  you're welcoming guests, helping an associate, or jumping in to solve a challenge,  you're happiest when  you're connecting with people.  

• You're a natural coach who leads by example, celebrates wins, and helps teammates grow into the best version of themselves.  

• You  sweat the details because you know  they're often what guests remember most. A favorite drink waiting at check-in, a birthday surprise, or simply recognizing a returning guest by name.  

• You stay cool under pressure, keep a sense of humor when things get busy, and find creative solutions when the unexpected happens.  

• You thrive in a fast-paced environment where no two days and no two guests are exactly alike.  

• You have experience in hospitality, guest services, front office, food & beverage, or another guest-facing role and understand what it takes to deliver exceptional service.  

• You're comfortable working with hotel technology and systems, but you know the best hospitality happens person-to-person.  

• You  understand luxury  isn't about being formal.  It's about being thoughtful, personalized, and effortlessly memorable.