Guest Experience Supervisor

We are thrilled to announce the upcoming opening of voco Muscat Al Mouj, a stylish and contemporary hotel set to bring a fresh energy to one of Muscat’s most dynamic waterfront destinations. As part of the global IHG Hotels & Resorts family, voco™ is known for its unique blend of reliable comforts, thoughtful touches, and a warm, welcoming atmosphere. At voco Muscat Al Mouj, we’re preparing to open our doors soon — and we’re looking for passionate, talented individuals to help us bring this exciting new property to life. This is a unique opportunity to be part of a pre-opening team where your ideas, energy, and commitment will help shape the hotel’s culture and guest experience from day one. Whether you’re looking to grow your career or take on a new challenge, voco Muscat Al Mouj offers a collaborative environment, strong development opportunities, and the chance to be part of a bold, modern brand that celebrates individuality.

We are looking for a passionate and service-oriented Guest Experience Supervisor to oversee daily guest interactions and ensure consistently high standards of service delivery. In this role, you will be the face of the hotel, supporting front-line teams in delivering personalized experiences that exceed guest expectations and enhance satisfaction. The ideal candidate has strong interpersonal skills, a hands-on leadership approach, and a deep understanding of hospitality service standards.

YOUR DAY-TO-DAY:

• Supervise the daily operations of the Guest Services/Front Office team to ensure smooth and efficient service.
• Act as a key point of contact for guests, resolving complaints, special requests, and feedback with professionalism and urgency.
• Monitor and elevate the guest journey from pre-arrival to post-departure, ensuring every interaction is warm, personalized, and in line with brand standards.
• Conduct regular service audits, lobby presence, and guest engagement activities.
• Support and train staff on service protocols, upselling techniques, complaint handling, and guest personalization.
• Collaborate with housekeeping, food & beverage, concierge, and other departments to ensure seamless guest experiences.
• Track and analyse guest feedback from surveys and review platforms (e.g., Medallia, TripAdvisor) and initiate corrective actions where necessary.
• Maintain accurate records of VIP guests, guest preferences, service recovery cases, and loyalty program activity.
• Assist with check-ins and check-outs during peak periods and high occupancy.
• Ensure the front-line team adheres to grooming, conduct, and brand service standards.

WHAT WE NEED FROM YOU:

• Diploma or degree in Hospitality Management or a related field.
• 2–4 years of experience in a front office, guest relations, or supervisory hospitality role.
• Proven customer service and conflict resolution skills.
• Excellent communication and interpersonal abilities.
• Proficient in hotel PMS systems (e.g., Opera, Protel) and Microsoft Office.
• Strong problem-solving skills and ability to work in a fast-paced, guest-facing environment.
• Flexibility to work shifts, weekends, and holidays.

WHAT YOU CAN EXPECT FROM US:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work-life – including a full uniform, impressive room discounts, and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our well-being framework, we are committed to supporting well-being in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.