Guest Experience Supervisor

Starting at $24.00-$26.00/hour | Full-Time

Join our hospitality team and help create unforgettable guest experiences. As a Guest Experience Supervisor, you will play a key role in delivering exceptional service throughout every stage of the guest journey. You will lead and support the Guest Service Agents, Bell/Door, and Lobby Concierge teams while serving as a visible ambassador of The Westgate Hotel's signature European-style hospitality. This role combines hands-on guest interaction, team leadership, and operational oversight to ensure every arrival, stay, and departure is personalized, seamless, and memorable.

Classification: Non-Exempt

Position Summary:

The Guest Experience Supervisor Champions The Westgate Hotel's commitment to exceptional hospitality by leading front-of-house operations and inspiring service excellence across the Guest Services, Bell/Door, and Lobby Concierge teams. This role serves as a highly visible presence in the lobby and at the front desk, anticipating guest needs, resolving concerns, and creating personalized experiences that exceed expectations.

The Guest Experience Supervisor provides daily leadership and coaching to front office team members while ensuring smooth execution of guest arrivals, departures, and overall lobby operations. This position partners closely with Housekeeping, Engineering, Food & Beverage, Sales, and Catering teams to deliver seamless service, maintain luxury hospitality standards, and support revenue-generating initiatives.

Essential Responsibilities:

• Maintain an active, highly visible presence at the front desk and throughout the lobby while assisting guests and team members during peak periods.
  • Oversee the efficient execution of check-in and check-out procedures, room assignments, payment processing, safe deposit handling, and accurate posting within OPERA PMS.
  • Deliver and model The Westgate Hotel's Golden Service Standards through gracious, anticipatory, polished, and personalized service.
  • Personally welcome VIP, repeat, and special-attention guests while coordinating amenities, room inspections, and personalized guest experiences.
  • Serve as Manager-on-Duty for guest concerns, providing prompt resolution, service recovery, and follow-through to ensure guest satisfaction.
  • Document incidents, guest concerns, and service recovery efforts within hotel systems and communicate appropriately with leadership and operational teams.
  • Partner with Housekeeping, Engineering, and Food & Beverage departments to coordinate room readiness, guest requests, amenities, and special events.
  • Collaborate with Sales and Catering teams on property tours, site inspections, and VIP group arrivals.
  • Provide leadership, coaching, training, and performance support to Guest Service Agents, Bell Attendants, Door Attendants, and Lobby Concierge team members.
  • Support revenue-generating initiatives including room upgrades, amenities, and guest experience enhancement programs.
  • Ensure compliance with hotel policies, safety standards, service procedures, and company expectations.
  • Maintain professionalism, strong communication skills, attention to detail, and the ability to thrive in a fast-paced luxury hospitality environment.
  • Perform additional duties as assigned to support front office and hotel operations.

Qualifications:

• High school diploma or equivalent required; college degree in Hospitality, Business, or a related field preferred.
  • Minimum of 2 years of front office supervisory experience in a luxury or upscale full-service hotel environment.
  • Previous hotel front desk or hotel accounting experience preferred.
  • Proficiency with OPERA PMS and Microsoft Office applications.
  • Proven ability to coach, motivate, and develop high-performing guest service teams.
  • Excellent communication, interpersonal, and conflict-resolution skills.
  • Strong organizational skills with the ability to prioritize multiple responsibilities and guest needs simultaneously.
  • Multi-lingual communication skills are a plus.
  • Ability to work a flexible schedule including evenings, weekends, and holidays as business needs require.

Success Measures:

• Guest satisfaction and service recovery results
  • Front office operational efficiency and accuracy
  • Team engagement and development
  • VIP and special guest experience execution
  • Revenue generation through upselling initiatives
  • Compliance with service standards and operating procedures
  • Effective collaboration with hotel departments

This position plays a critical role in delivering exceptional guest experiences while supporting front office operations, team development, and the luxury service standards that define The Westgate Hotel.

Benefits & Perks:

• Medical, Dental, Vision, and Voluntary Benefits
  • 401(k) Retirement Plan
  • Wellness and Employee Assistance Program
  • PerkSpot Employee Discount Program
  • Hotel Stay Discounts
  • Employee Meals
  • AquaVie Fitness & Spa Membership Discount
  • Training and Career Growth Opportunities
  • Discounts at Grand America Hotels & Resorts properties
  • Convenient access to trolley station and downtown bus routes

Our Culture:

We believe in "People First and Guests Always." We are committed to creating a supportive work environment where team members are valued, respected, and empowered to deliver memorable guest experiences.

Physical Requirements:

• Ability to stand and walk for extended periods throughout the shift.
  • Ability to lift, carry, push, or pull up to 25 pounds occasionally.
  • Ability to bend, stoop, reach overhead, and frequently handle objects.
  • Ability to work in a fast-paced hospitality environment with varying levels of guest interaction and activity.

Additional Information:

This is a non-exempt hourly position. A flexible schedule is required based on business demands, including evenings, weekends, holidays, and overtime as needed.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This job description is intended to describe the general nature and level of work being performed. Duties and responsibilities may change at any time based on business needs.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.