Loyalty & Guest Experiences Supervisor

About the role

The Loyalty & Guest Experiences Supervisor leads the Guest Experience team at Fairmont The Norfolk, ensuring every guest receives personalized, high‑quality service that reflects the hotel’s historic charm and modern luxury.

Key responsibilities

• Supervise daily Guest Experience operations to guarantee exceptional service delivery and compliance with brand standards.
• Lead, coach, and support the Guest Experience team, fostering professional development and personalized guest service.
• Monitor guest satisfaction metrics, identify improvement opportunities, and implement corrective actions.
• Handle guest feedback, requests, and service‑recovery situations promptly to maintain loyalty.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and other departments for seamless guest experiences.
• Manage VIP arrivals, repeat guests, special occasions, and personalized arrangements with meticulous attention to detail.
• Conduct guest follow‑ups, courtesy visits, and satisfaction checks throughout the stay.
• Maintain accurate records of guest preferences, feedback, and recovery actions for future personalization.
• Support guest engagement programs, loyalty initiatives, and hotel‑wide service‑excellence projects.
• Review feedback from multiple platforms and provide actionable recommendations for continuous improvement.
• Train and mentor team members on loyalty program features, guest recognition protocols, and service‑recovery techniques.
• Analyze performance metrics, prepare detailed reports and trend analyses for management review.
• Ensure compliance with hotel policies, brand standards, and service‑excellence guidelines across all guest touchpoints.

Required profile

• Minimum 3–4 years of experience in Front Office, Guest Relations, or Guest Experience roles, preferably in a 4‑ or 5‑star hotel.
• At least 1 year of supervisory experience with strong team‑leadership abilities.
• Excellent communication and interpersonal skills.
• Good command of spoken and written English; additional languages are a plus.

Required skills