Guest Experience Supervisor

Guest Experience Supervisor

India

JOB DESCRIPTION

Our Day to Day

People

Manage everyday Front Office activities, plan and assign work, ensuring the department is appropriately staffed to meet guest and operational requirements

Supervise, coach, and support Front Office colleagues to improve performance and deliver excellent guest service

Develop performance and development goals for colleagues and recognise good performance

Train and guide colleagues to ensure they follow hotel policies, procedures, and service standards and have the tools they need to work efficiently

Support the Front Office Manager with staff scheduling, briefings, performance feedback, and other HR-related activities where required

Create a positive working environment and promote teamwork between Front Office, Housekeeping, Food & Beverage, Engineering, and other hotel departments

Conduct daily briefings and ensure colleagues are informed about arrivals, departures, VIP guests, special requests, events, and operational updates

Financial

Support the Front Office team in achieving departmental revenue and operational targets

Maximise hotel room revenue through effective room allocation, upselling, upgrades, and promoting hotel facilities and services

Monitor room availability, occupancy, room rates, and special offers to support revenue optimisation

Assist with accurate handling of cash, credit card transactions, billing, deposits, and other financial procedures in accordance with hotel standards

Monitor and minimise billing errors, discrepancies, and revenue losses

Assist with departmental budgets, forecasts, and financial reports as required by the Front Office Manager

Promote additional hotel services such as food and beverage, spa, transportation, and other guest facilities to increase revenue opportunities

Guest Experience

Welcome and assist guests throughout their stay, ensuring a warm, professional, and personalised experience

Supervise check-in and check-out procedures to ensure they are completed efficiently and according to hotel standards

Handle guest requests, enquiries, feedback, and complaints professionally and ensure appropriate follow-up

Provide guests with accurate information about hotel facilities, services, local attractions, restaurants, transportation, and other points of interest

Identify opportunities to exceed guest expectations and create memorable experiences

Maintain strong communication with guests and other departments to ensure all special requests and guest preferences are fulfilled

Monitor guest satisfaction and take immediate action to resolve service issues

Assist with VIP arrivals, special occasions, long-stay guests, and other priority guests as required

Ensure accurate maintenance of guest profiles, preferences, and relevant Front Office records

Responsible Business

Promote the hotel’s standards, values, and reputation through professional guest service

Identify opportunities to improve Front Office procedures, guest satisfaction, and operational efficiency

Work closely with other departments to improve the overall guest journey and ensure seamless service delivery

Ensure compliance with hotel policies, health and safety requirements, data protection procedures, and Front Office standards

Support environmentally responsible and cost-conscious practices within the department

Ad-hoc duties – unexpected moments when we have to pull together to get a task done

Accountability

This is a supervisory role within the Front Office department responsible for overseeing day-to-day guest service operations. The Guest Service Supervisor supports the Front Office Manager in ensuring smooth front desk operations, effective team performance, accurate financial procedures, and consistently high standards of guest service. The role may supervise Guest Service Agents, Receptionists, Concierge, Bell/Door colleagues, and other Front Office team members depending on the hotel structure.

What we need From you

Diploma, Bachelor’s degree, or higher education qualification in Hospitality, Hotel Management, Business Administration, or a related field

Two to four years of experience in a Front Office or Guest Services role within a hotel or hospitality environment, with supervisory or team-leading experience preferred

Strong knowledge of Front Office operations, including check-in, check-out, reservations, room allocation, guest billing, and guest relations

Excellent communication and interpersonal skills

Must speak English language

Additional languages are preferred

What we Offer

We'll reward your dedication with a competitive salary, comprehensive benefits, and opportunities for career growth within IHG Hotels & Resorts.

When you join us, you become part of the global IHG family. We succeed by supporting one another, embracing diverse perspectives, and always doing the right thing. We're looking for individuals who genuinely care about creating memorable guest experiences, pay attention to the little details, and continuously strive to improve every day

We're looking for individuals who genuinely care—those who pay attention to the little details that create memorable guest experiences and are always seeking opportunities to improve. If you're passionate about hospitality and committed to delivering exceptional service, we'd love to hear from you.

To learn more about careers with IHG Hotels & Resorts, visit https://careers.ihg.com.

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JOB INFO

Job Identification

169237

Job Category

Hotel-Front Office

Posting Date

09/26/2026, 06:27 PM

Apply Before

10/12/2026, 05:30 AM

Job Schedule

Full time

Locations

16/3 S.P. Complex Lalbagh Main Road,, Bengaluru, Karnataka, 560027, IN

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16/3 S.P. Complex Lalbagh Main Road,, Bengaluru, Karnataka, 560027, IN

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