Loyalty & Guest Experiences Supervisor at Fairmont Hotels & Resorts

Job Description

Key Responsibilities

• Supervise daily Guest Experience operations to ensure exceptional service delivery and adherence to brand standards.
• Lead, coach, and support the Guest Experience team in providing personalized guest services and professional development.
• Monitor guest satisfaction metrics and proactively identify opportunities to enhance the overall guest experience.
• Handle guest feedback, requests, and service recovery situations professionally and efficiently to maintain guest loyalty.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
• Manage VIP arrivals, repeat guests, special occasions, and personalized guest arrangements with meticulous attention to detail.
• Conduct guest follow-ups, courtesy visits, and satisfaction checks during the guest stay to reinforce positive experiences.
• Maintain accurate records of guest preferences, feedback, and service recovery actions for future reference and personalization.
• Support the implementation of guest engagement programs, loyalty initiatives, and hotel-wide service excellence projects.
• Review guest feedback from various platforms and provide actionable recommendations for continuous service improvement.
• Train and mentor team members on loyalty program features, guest recognition protocols, and service recovery techniques.
• Monitor and analyze guest experience performance metrics, preparing detailed reports and trend analysis for management review.
• Assist in preparing guest experience reports and performance analysis to support strategic decision-making.
• Ensure compliance with hotel policies, brand standards, and service excellence guidelines across all guest touchpoints.

Qualifications

• Minimum 3–4 years of experience in Front Office, Guest Relations, or Guest Experience roles, preferably in a 4- or 5-star hotel.
• Minimum 1 year of supervisory experience with strong team leadership skills.
• Excellent communication and interpersonal skills.
• Good command of English (spoken and written); additional languages are an advantage.
• Strong guest service mindset with excellent problem-solving abilities.
• Experience handling VIP guests, guest complaints, and service recovery.
• Strong knowledge of hotel operations and luxury service standards.
• Ability to lead and motivate a team in a fast-paced environment.
• Professional appearance, positive attitude and high attention to detail.
• Flexible to work shifts, weekends, and public holidays.

Additional Information

 Physical Aspects of Position: 

• Frequent sitting and walking throughout the shift
• Occasional lifting and carrying up to 20 lbs
• Occasional kneeling, pushing, pulling, lifting