What’s the Job?
As Guest Experience Supervisor, you’ll be supporting the department in all required areas, including handling VIP reservations, guiding guests and being a Kimpton ambassador.
You’ll report to the Rooms Division Manager.
Your day-to-day
· Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and returning guests.
· Monitor guest feedback platforms (TrustYou, TripAdvisor, Google, etc.) to identify trends and coordinate improvement actions with relevant departments.
· Manage guest complaints with empathy and professionalism, ensuring timely resolution and effective service recovery.
· Conduct regular quality checks in guest rooms (VIP and randomly selected) to verify cleanliness, maintenance, and brand compliance.
· Ensure all public areas and outlets (lobby, rooftop, Social Hour, restaurant, wellness, etc.) meet Kimpton’s standards in cleanliness, ambiance, music, lighting, and scent.
· Strategically assign room allocations to enhance guest experience and support upselling opportunities.
· Coordinate special requests and luxury agency bookings (Virtuoso, Signature, etc.), ensuring personalized and detailed service.
· Be consistently present in guest-facing areas, engaging authentically with guests and enhancing emotional connection — especially during key moments such as Social Hour.
· Respond to online reviews with a warm, personalized tone that reflects the brand’s voice and values.
· Support the Front Office and Housekeeping teams by sharing feedback, identifying service gaps, and participating in service training and quality initiatives.
What we need from you
- Bachelor’s degree in hospitality or related field.
- 2+ years’ experience working in Guest Relations department.
- Must be fluent in local language and English, additional languages will be highly valuable.
- Proactive, positive, energetic, dynamic, emphatic, team-worker and with passion for service.
- Opera PMS knowledge will be valuable.
What to expect from us
· Discounted international room rates.
- Room for professional growth in one of the largest hospitality companies.
- Training programmes and access to IHG’s training tool.
- Uniform and laundry service.
· Meals whilst on duty.
· Private health insurance discount.
· Kimpton Benefits: our platform with exclusive discounts for employees.
· Cool work environment and lots of fun! 😊
