Guest Experience Supervisor

Parrot Key Hotel & Villas • Key West, FL

5d • Onsite

About The Position

The Guest Experience Supervisor leads the guest services team at Parrot Key Hotel & Villas, an upscale island resort in Key West. The role focuses on delivering efficient, professional, and memorable guest experiences by supervising and mentoring front desk agents and concierge staff, addressing guest needs, and coordinating with other departments. The supervisor also supports team training, monitors guest satisfaction, and maintains guest-services records and reports.

The position is suited to a customer-focused hospitality professional who can lead a team in a fast-paced, guest-centric environment. Candidates should have guest-services or front-office experience, strong communication and leadership skills, knowledge of hotel operations and reservation systems, and flexibility to work various shifts, including weekends and holidays. A high school diploma or equivalent is required; additional hospitality training is a plus. The posting prefers at least 1–2 years in a supervisory role.

The employer offers multiple tiers of medical coverage, dental and vision coverage, 24/7 Teledoc service, free maintenance medications, pet insurance, hotel discounts, tuition reimbursement, paid time off, and a 401(k) match. Pre-employment drug testing and a background check are required; the company participates in E-Verify.

Requirements

• High school diploma or equivalent.
• Previous experience in guest services or front office operations.
• Excellent customer service and communication skills.
• Strong leadership and team-building abilities.
• Friendly and outgoing personality.
• Knowledge of hotel operations and reservation systems.
• Flexibility to work various shifts, including weekends and holidays.
• Proficiency in computer systems and software.

Nice To Haves

• Additional hospitality training.
• At least 1–2 years of experience in a supervisory role.

Responsibilities

• Supervise and mentor the guest services team, including front desk agents and concierge staff.
• Ensure efficient guest check-in and check-out processes.
• Handle guest inquiries, complaints, and special requests professionally and empathetically.
• Coordinate and communicate with other departments to support seamless guest experiences.
• Monitor guest satisfaction and respond to feedback in a timely manner.
• Assist with training new team members on service standards and hotel policies.
• Maintain accurate records and prepare reports related to guest services.
• Uphold high standards of service excellence and professionalism.

Benefits

• Multiple tiers of medical coverage.
• Dental and vision coverage.
• 24/7 Teledoc service.
• Free maintenance medications.
• Pet insurance.
• Hotel discounts.
• Tuition reimbursement.
• Paid time off, including vacation, sick, bereavement, and holidays.
• 401(k) match.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED