Hospitality Development and Guest Experience Supervisor

7 days ago

Singapore HIGH NOTE HOSPITALITY GROUP PTE. LTD. Full time

**1. Position Overview**:
The Guest Experience Supervisor is responsible for ensuring the consistent delivery of outstanding guest service. This role bridges operational leadership and guest engagement, ensuring that each guest interaction reflects our commitment to hospitality, intentionality, grace, and honesty.

The Supervisor will lead daily front-of-house operations, train and mentor service staff, manage guest profiling initiatives, respond to feedback, and collaborate on enhancing the guest journey.

**2. Key Responsibilities**:

- Supervise daily front-of-house service operations across assigned outlets.
- Lead, train, and mentor front-line staff to deliver consistent, exceptional guest experiences.
- Build and maintain guest profiling systems to personalise service and drive loyalty.
- Address and manage guest feedback with empathy and professionalism.
- Collaborate with management to refine standard operating procedures (SOPs) and service flows.
- Support the planning and execution of special events, activations, and community engagements.
- Ensure service quality, cleanliness, and operational efficiency are upheld at all times.
- Act as a brand ambassador, embodying and promoting the company’s service philosophy.

**3. Qualifications & Requirements**:

- Bachelor’s Degree or Diploma in Hospitality Management, Business, Sales & Marketing, or a related field.
- Minimum of 3 years of experience in hospitality, guest relations, or customer-facing supervisory roles.
- Strong leadership skills with the ability to inspire, coach, and guide teams.
- High emotional intelligence (EQ), strong interpersonal and communication skills.
- Excellent peripheral awareness, active listening ability, and guest anticipation skills.
- Proficient in the use of POS systems, CRM platforms, and basic Microsoft Office tools.
- Ability to work flexible hours, including weekends and public holidays, as operationally required.Passionate about creating memorable guest experiences and committed to continuous improvement.

**4. Core Competencies**:

- **Hospitality Leadership**: Leads service with warmth, grace, and attentiveness.
- **Operational Excellence**: Maintains high standards of service and operational detail.
- **Emotional Intelligence**: Demonstrates empathy, peripheral vision, and active listening.
- **Guest-Centric Approach**: Anticipates guest needs and responds thoughtfully.
- **Adaptability**: Thrives under dynamic, fast-paced hospitality environments.
- **Team Collaboration**: Works cohesively with colleagues across functions.

**5. Reporting Structure**:

- Reports to: General Manager / Guest Experience ManagerSupervises: Front-of-House Staff

**6. Other Information**:

- This role requires long hours on foot, high emotional resilience, and the ability to handle unpredictable service days.
- Recognition within the team is based on genuine service contributions and the ability to foster meaningful guest connections.

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