Experience Supervisor

Guest Experience Supervisor

The ideal candidate is responsible for leading the daily operations of the Guest Experience team while ensuring exceptional luxury service standards are consistently delivered to guests and members. This role serves as a mentor, coach, and operational leader, supporting team members in creating personalized guest experiences, maximizing revenue opportunities, and delivering Forbes Five-Star service standards. The Guest Experience Supervisor actively monitors performance, resolves escalated guest concerns, and works with resort departments to ensure smooth execution of guest requests and itineraries.

Job duties include, although are not limited to:

• Supervise the daily operations of the Guest Experience department.
• Provide ongoing coaching, mentoring, and performance feedback to Experience Agents.
• Assist in recruiting, onboarding, and training new team members.
• Conduct quality assurance reviews of calls, emails, text communications, and guest interactions.
• Facilitate regular team meetings, training sessions, and service refreshers.
• Monitor staffing levels and assist with scheduling to ensure operational coverage.
• Support management with performance evaluations and corrective action processes when necessary.
• Lead by example through consistent demonstration of luxury service standards and professional conduct.

Reports to Director of Guest Experience

• Front Office Management
• Revenue Management
• Food & Beverage Team
• Spa Leadership
• Golf Operations
• Resort Activities and Recreation Team
• Housekeeping
• Engineering

Has regular contact with

• Resort Guests
• Club Members
• Vendors and Service Providers as Required

Demonstrated leadership skills with the ability to motivate and develop team members.

Strong conflict resolution and guest recovery abilities.

Exceptional verbal and written communication skills.

Proven ability to multitask and prioritize in a fast-paced luxury environment.

Strong organizational and problem-solving skills.

Ability to maintain professionalism and composure under pressure.

Advanced proficiency in reservation systems, Microsoft Office, and guest communication platforms.

High school diploma or equivalent required.

Minimum of 2 years of luxury hospitality experience required.

Previous supervisory, trainer, lead agent, or leadership experience preferred.

Experience with guest services, reservations, concierge services, or call center operations preferred.

Experience working within Forbes Five-Star or luxury hospitality environments strongly preferred.

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing. In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.