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.
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:
Guest Recovery: Proactively handled guest concerns and special requests, resolving issues with empathy and professionalism to ensure satisfaction.
Coordination & Communication:
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
Requirements:
Education: High school diploma or equivalent required; hospitality-related college education strongly preferred.
Experience: Prior hotel experience required, preferably in a luxury or 4–5-star setting. Supervisory experience in guest-facing roles is a plus.
Technical Skills: Proficient with computers, hotel systems, and common software (e.g., PMS, MS Office); comfortable using digital tools in daily operations.
Communication: Fluent in English with strong verbal and written skills; additional languages highly valued.
Additional: Excellent customer service and interpersonal skills, professional presence, attention to detail, basic math proficiency, and the ability to remain composed under pressure.
Grooming: All Nobu Hotel Barcelona employees must maintain a well-groomed appearance in line with the company’s standards. (Appearance & Grooming Nobu Hotel Barcelona)
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