Guest Experience Supervisor

About the role

The Guest Experience Supervisor ensures seamless service delivery and guest satisfaction at Ocean Hotels Barbados, adhering to AAA 5‑Diamond and LQA standards. Reporting to the Front‑of‑House Manager, this role combines operational oversight with a guest‑centric mindset.

Key responsibilities

• Welcome guests on arrival, settle them into rooms and ensure prompt, courteous check‑in.
• Maintain thorough knowledge of spirits, specialty foods and recommend amenities.
• Control stock, order inventory and manage budgets for beverage and food supplies.
• Develop and implement Guest Experience Ambassador policies and SOPs.
• Lead departmental meetings, gather feedback and drive performance improvements.
• Handle guest complaints, investigate issues and provide appropriate compensation.
• Act as Duty Manager when required and attend management meetings.
• Uphold high service standards for owners and VIP guests.
• Assess and restock wine and spirit collections.
• Coordinate with housekeeping to optimise room cleaning schedules.
• Arrange amenities, orchestrate special occasion celebrations and see guests off at checkout.
• Ensure compliance with safety, health and hygiene policies.

Required profile

• Proven supervisory experience in hotel front‑of‑house or guest services.
• Strong guest‑oriented mindset with excellent communication skills.
• Ability to work under pressure while maintaining attention to detail.
• Knowledge of AAA 5‑Diamond and LQA service standards.
• Flexible, creative and professional appearance.

Required skills