Guest Experience Supervisor

Grand America Hotels & Resorts•San Diego, CA

4d•Onsite

About The Position

Join our hospitality team and help create unforgettable guest experiences. As a Guest Experience Supervisor, you will play a key role in delivering exceptional service throughout every stage of the guest journey. You will lead and support the Guest Service Agents, Bell/Door, and Lobby Concierge teams while serving as a visible ambassador of The Westgate Hotel's signature European-style hospitality. This role combines hands-on guest interaction, team leadership, and operational oversight to ensure every arrival, stay, and departure is personalized, seamless, and memorable. Classification: Non-Exempt Position Summary: The Guest Experience Supervisor Champions The Westgate Hotel's commitment to exceptional hospitality by leading front-of-house operations and inspiring service excellence across the Guest Services, Bell/Door, and Lobby Concierge teams. This role serves as a highly visible presence in the lobby and at the front desk, anticipating guest needs, resolving concerns, and creating personalized experiences that exceed expectations. The Guest Experience Supervisor provides daily leadership and coaching to front office team members while ensuring smooth execution of guest arrivals, departures, and overall lobby operations. This position partners closely with Housekeeping, Engineering, Food & Beverage, Sales, and Catering teams to deliver seamless service, maintain luxury hospitality standards, and support revenue-generating initiatives.

Requirements

High school diploma or equivalent required; college degree in Hospitality, Business, or a related field preferred.
Minimum of 2 years of front office supervisory experience in a luxury or upscale full-service hotel environment.
Previous hotel front desk or hotel accounting experience preferred.
Proficiency with OPERA PMS and Microsoft Office applications.
Proven ability to coach, motivate, and develop high-performing guest service teams.
Excellent communication, interpersonal, and conflict-resolution skills.
Strong organizational skills with the ability to prioritize multiple responsibilities and guest needs simultaneously.
Multi-lingual communication skills are a plus.
Ability to work a flexible schedule including evenings, weekends, and holidays as business needs require.

Responsibilities

Maintain an active, highly visible presence at the front desk and throughout the lobby while assisting guests and team members during peak periods.
Oversee the efficient execution of check-in and check-out procedures, room assignments, payment processing, safe deposit handling, and accurate posting within OPERA PMS.
Deliver and model The Westgate Hotel's Golden Service Standards through gracious, anticipatory, polished, and personalized service.
Personally welcome VIP, repeat, and special-attention guests while coordinating amenities, room inspections, and personalized guest experiences.
Serve as Manager-on-Duty for guest concerns, providing prompt resolution, service recovery, and follow-through to ensure guest satisfaction.
Document incidents, guest concerns, and service recovery efforts within hotel systems and communicate appropriately with leadership and operational teams.
Partner with Housekeeping, Engineering, and Food & Beverage departments to coordinate room readiness, guest requests, amenities, and special events.
Collaborate with Sales and Catering teams on property tours, site inspections, and VIP group arrivals.
Provide leadership, coaching, training, and performance support to Guest Service Agents, Bell Attendants, Door Attendants, and Lobby Concierge team members.
Support revenue-generating initiatives including room upgrades, amenities, and guest experience enhancement programs.
Ensure compliance with hotel policies, safety standards, service procedures, and company expectations.
Maintain professionalism, strong communication skills, attention to detail, and the ability to thrive in a fast-paced luxury hospitality environment.
Perform additional duties as assigned to support front office and hotel operations.