Guest Experience Supervisor

St. Regis Istanbul-NISANTASI KONAKLAMAVE OTEL HIZMETLERI A.S.

Guest Experience Supervisor

The Guest Experience Supervisor is responsible for ensuring an exceptional and personalized guest experience in line with Marriott International and The St. Regis brand standards. The role oversees guest relations, anticipates guest needs, handles feedback and service recovery, and ensures the highest levels of guest satisfaction throughout the guest journey.

Key responsibilities include:

• Supervising daily Guest Experience operations and ensuring consistent delivery of luxury service standards.

• Building strong guest relationships by anticipating preferences and providing personalized, memorable experiences.

• Monitoring guest feedback, online reviews, and satisfaction scores, taking proactive action to address opportunities for improvement.

• Handling guest complaints and service recovery with professionalism, empathy, and timely follow-up.

• Coordinating closely with Front Office, Butler Service, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.

• Maintaining accurate guest profiles, preferences, VIP arrangements, and special requests.

• Supporting the team through coaching, training, and continuous reinforcement of brand service standards.

• Ensuring compliance with Marriott International policies, St. Regis brand standards, and operational procedures.