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.

• 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.

• You're flexible, adaptable, and ready to work when our guests need us most, including evenings, weekends, and holidays.

• Most importantly, you're passionate about creating experiences that feel anything but ordinary.

Bonus Points If...

• You know Austin well enough to recommend and have the in on the perfect taco, cocktail, live music venue, or hidden local gem.

• You have an eye for design, you understand that the presentation is just as important as the intentionality of a gift, down to the fold of a napkin and the garnish of a dish

• You get excited about celebrating birthdays, anniversaries, spontaneous surprises, and all the little moments in between.

• You believe the best hotels aren't just places to stay. They're places people can't wait to come back to.

Why You'll Love It Here 

We're building something special. 

Hotel Trinity won't just be another luxury hotel in Austin. We're creating a place with personality, heart, and unforgettable experiences at its core. We believe great hospitality comes from empowered people, bold ideas, and genuine human connection.

If you're the kind of person who loves creating memorable moments, building relationships, and bringing a little unexpected magic to someone's day, we'd love to meet you.

What You Can Look Forward To

• Day 1 Medical, Dental and Vision insurance

• Paid Parental Leave

• Vacation/Paid Time Off (PTO) with rollover

• 401(k) with company match

• Complimentary wellness tools

• Unlimited referral bonuses

• Leadership development opportunities

• Tuition reimbursement

• Discounts on hotel rooms, dining, and other travel/entertainment experiences

• Multiple hotels in each market = more opportunities

White Lodging develops and operates a portfolio of award-winning premium hotels, rooftop bars, and restaurants in some of the country's most dynamic cities. We know that the hospitality business, like life, is about how you make people feel. That's where you come in. You'll help bring the virtue of hospitality to life while we create an environment that allows you to be your best self and grow.

White Lodging is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all associates.