Loyalty & Guest Experiences Supervisor

About the role

The Loyalty & Guest Experiences Supervisor leads the Guest Experience team at Fairmont The Norfolk, ensuring exceptional service and brand consistency for all guests, including VIPs and repeat visitors.

Key responsibilities

• Supervise daily Guest Experience operations to deliver exceptional service and uphold brand standards.
• Lead, coach and develop the Guest Experience team, fostering personalized guest service.
• Monitor guest satisfaction metrics and identify opportunities for improvement.
• Handle guest feedback, requests and service recovery situations promptly.
• Coordinate with Front Office, Housekeeping, Food & Beverage and other departments for seamless experiences.
• Manage VIP arrivals, repeat guests and special occasions with meticulous attention to detail.
• Conduct guest follow‑ups, courtesy visits and satisfaction checks during stays.
• Maintain accurate records of guest preferences, feedback and service recovery actions.
• Support implementation of loyalty programmes, guest engagement initiatives and service excellence projects.
• Prepare and analyse performance reports and trend analyses for management.

Required profile

• 3–4 years of experience in Front Office, Guest Relations or Guest Experience within a 4‑ or 5‑star hotel.
• At least 1 year of supervisory experience with strong team‑leadership skills.
• Excellent communication and interpersonal abilities, with a professional appearance.
• Fluent English (spoken and written); additional languages are a plus.
• Proven ability to handle VIP guests, complaints and service recovery.
• Strong knowledge of hotel operations and luxury service standards.
• Ability to motivate a team in a fast‑paced environment and work flexible shifts, weekends and holidays.