Guest Experience Supervisor / Nobu Hotel 5 GL
JORNADA: Por definir
SALARIO: A convenir
Job Summary The Guest Experience Supervisor plays a pivotal role in curating memorable, seamless, and personalized experiences for every guest. This position oversees the daily operations of the Guest Experience team, including Concierge and PBX, in accordance with Nobu's global standard of understated luxury and intuitive hospitality. This leader supports staff training and service execution while actively engaging with guests to elevate their journey from arrival to departure. Essential Duties & Responsibilities Lobby Leadership: Maintain a strong, visible presence in the lobby and arrival areas throughout the day. Personally greet, engage, and assist guests, creating a welcoming and elegant atmosphere aligned with the Nobu experience. Service Excellence: Ensure all guest touchpoints, from arrival to departure are executed seamlessly, with thoughtful attention and personalization. Training & Development: Onboard and continuously train team members on luxury service standards, local knowledge, hotel features, and Nobu’s guest engagement philosophy. Operational oversight: Conduct daily briefings to align staff with upcoming arrivals, group movements, and special guest needs. Ensure all areas, the Front Desk, lobby, entrances, and storage areas, are clean, organized, and fully operational. Monitor adherence to key control, safety, and guest privacy standards. Guest Recovery: Proactively handled guest concerns and special requests, resolving issues with empathy and professionalism to ensure satisfaction. Coordination & Communication: Collaborate closely with the Front Office, Housekeeping, and Engineering teams to ensure a cohesive guest experience. Coordinate group movements, luggage handling, transportation requests, and VIP protocols. Administrative Duties: Maintain shift logs, track staff attendance, create maintenance requests, and document service issues as needed. Brand Ambassador: Represent the Nobu brand by consistently delivering a refined, discreet, warm, and culturally aware service style. Lead & Inspire: In the absence of a Front Office Manager, Assistant Manager, or Supervisor, lead and support the FD and Bell teams. Foster a culture of service excellence, attention to detail, and authenticity. Other responsibilities Adhere fully to all hotel and departmental policies, procedures, and operational standards, ensuring a safe, secure, and environmentally responsible workplace. This includes, but is not limited to, proper handling of lost and found items, emergency response protocols, and sustainability initiatives. Participate actively in hotel and departmental meetings, training programs, and informational sessions to stay informed and aligned with Nobu's service culture and operational goals. Maintain consistent and punctual attendance in accordance with hotel standards, recognizing that reliability is essential to both team performance and guest experience. Demonstrate professional, courteous, and respectful conduct toward guests, colleagues, and vendors at all times. This includes appropriate phone etiquette, attentive communication, and a consistently positive attitude. Perform any additional duties or special projects as assigned by leadership, ensuring they align with hotel policies, brand standards, and operational excellence.
