What are the responsibilities and job description for the Guest Experience Supervisor position at Hotel Anna & Bel?
The Guest Experience Supervisor is responsible for overseeing the guest experience throughout their stay. From a warm welcome upon arrival to an effortless departure, this role plays a critical hand in executing a seamless guest experience in a tech-forward hotel environment. As a leadership role, the Guest Experience Supervisor will ensure team effectiveness, maintain high service standards, and collaborate with all departments to enhance guest satisfaction.
Description
Property Information:
In the heart of Fishtown, an 18th-century former women’s asylum has taken on new life. Tucked away in the quiet crossroads of Susquehanna and Belgrade, Anna & Bel is just steps from everything Fishtown has to offer. Storied walls at the start of a new chapter. Each guest room blends timeless elegance with contemporary cool, echoing the building's rich heritage. From the inviting warmth of the heated outdoor pool to sun-drenched balconies, inspiration flourishes. Anna & Bel is a serene oasis from the hustle of daily life.
The Role: Guest Experience Supervisor
The Guest Experience Supervisor is responsible for ensuring smooth front desk operations, leading the guest services team, and maintaining high service standards. This role requires strong leadership, problem-solving skills, and a commitment to providing exceptional hospitality.
Responsibilities:
- Supervise the Guest Experience team, ensuring consistency in service and adherence to hotel standards.
- Provide training, coaching, and support to front desk team members.
- Ensure all guest interactions reflect the hotel’s commitment to hospitality and excellence.
- Assist with guest check-in/check-out while engaging with guests and addressing concerns promptly.
- Utilize internal systems to manage tasks and guest communication.
- Oversee reservations, room assignments, and changes.
- Coordinate communication between front desk and other departments (housekeeping, maintenance, F&B) to ensure seamless operations.
- Respond to guest inquiries, requests, and concerns in a timely, friendly, and efficient manner.
- Conduct inspections of clean rooms in preparation for guest arrival.
- Prepare and deliver VIP amenities.
- Assist in handling and resolving guest complaints, escalating as necessary.
- Perform other duties as assigned to meet the needs of the business.
Ideal Candidate:
- A proactive leader with strong problem-solving skills and a hands-on approach.
- Excellent communicator, capable of effectively managing a team while fostering a positive work environment.
- A team player with a strong work ethic who is detail-oriented and capable of multitasking in a fast-paced environment.
- Able to work independently without a manager on duty, demonstrating confidence in decision-making.
- Makes decisions that benefit both the business and the guest experience.
- Knowledgeable about the local area and eager to provide guests with recommendations or willing to quickly acquire that knowledge.
- Willing to support other departments when needed.
Requirements & Experience:
- Previous experience in a hospitality supervisory or leadership role preferred.
- Strong background in guest or customer service.
- Flexible in schedule and willing to meet the demands of a complex, 24/7/365 operation.
- Ability to lift, pull, and push moderate weight.
Compensation & Benefits:
- Competitive pay.
- Generous benefits package available.
- Holiday pay.
- An environment that encourages initiative and leadership.
- Working with highly talented people who are extremely passionate about their craft.
- Hotel discount program.
Salary
$22.5 - $22.5 per hour
Salary : $23
