Guest Experience Supervisor

Davidson Hospitality Group•Key West, FL

4d•Onsite

About The Position

Parrot Key Hotel & Villas is an upscale island resort in Key West with guest rooms, private villas, resort-style pools, and dining. The Guest Experience Supervisor leads the guest services team, including front desk agents and concierge staff, and helps deliver efficient, attentive service throughout the guest stay. The role handles guest needs and feedback, coordinates with other departments, supports team training, and maintains guest-service records and reports. Candidates should have guest services or front-office experience, strong customer-service and leadership skills, and flexibility to work varied shifts, including weekends and holidays.

Requirements

High school diploma or equivalent.
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.
Previous guest services or front-office operations experience, with 1–2 years in a supervisory role preferred.

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.