Guest Experience Supervisor

HHM Hotels is a distinguished hotel management company renowned for delivering exceptional luxury hospitality experiences. Operating under the Echelon Luxury & Lifestyle division, this property maintains a dedication to upholding the highest standards of guest service and delivering upscale accommodations. HHM Hotels prides itself on fostering an inclusive environment that values diversity and promotes equal opportunity employment, embracing individuals regardless of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other legally protected group. The company embraces core values such as People Are Our Capability, Hearts That Serve, Only Excellence, Stay Nimble, and Own It, which guide their commitment to excellence and guest satisfaction.

The Guest Experience Supervisor role is a pivotal position within HHM Hotels, responsible for overseeing and enhancing the guest experience in coordination with the Guest Service Manager. This role requires delivering an authentic and upscale experience that aligns with the brand's standards, ensuring all guest requests and needs are met promptly and effectively. The supervisor will regularly monitor the guest experience index, analyze trends, and communicate findings across departments to foster continuous improvement. Responsibilities also include managing arrivals, coordinating with sales, front office, and reservations to optimize guest accommodations, and handling VIP registrations. The ideal candidate will be familiar with front desk operations, including check-in/check-out, settlement, and guest complaint resolution. This role demands strong communication skills, leadership capabilities to motivate and inform staff, and the ability to work efficiently during peak and varied schedules. Additionally, the Guest Experience Supervisor supports the company’s sustainability initiatives via the EarthView program and ensures compliance with safety standards such as MSDS and OSHA. The position offers potential career growth opportunities, including advancement to Front Office Manager. This job is ideal for candidates with at least two years of hotel industry experience, preferably with front office exposure and computer proficiency in property management systems. The environment includes physical activity such as standing, walking, and lifting up to 25 pounds, and flexible scheduling requirements including holidays and weekends. HHM Hotels offers a vibrant and rewarding workplace committed to excellence, diversity, and superior guest service.