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Job Description & Skills/Qualifications Required

Your day to day

As the Guest Experience Supervisor Loyalty / GSI Focus, you will be the face of Holiday Inn’s service promise in the lobby, championing exceptional guest engagement from arrival to departure. This role ensures the seamless coordination of front-of-house experiences while placing special emphasis on IHG One Rewards recognition, Loyalty Enrolment Efficiency (LEE), and driving improvements in the Guest Satisfaction Index (GSI).

You will work collaboratively across departments to ensure guest interactions—whether in-house, arriving, departing, or passing through the lobby—are personalized, warm, and consistently aligned with Holiday Inn brand standards.

Key Responsibilities

Guest Experience Oversight

• Supervise daily front-of-house operations, including lobby ambiance and service touchpoints.
• Monitor the guest journey from arrival to departure, identifying moments to surprise and delight.
• Personally welcome VIPs, long-stay guests, and high-profile clients.
• Lead guest recovery efforts and follow through on feedback resolution.
• Proactively engage with guests during peak hours and lobby traffic.

Loyalty Recognition & Delivery

• Ensure IHG One Rewards members receive timely recognition, upgrades, and welcome benefits.
• Drive consistency in loyalty enrolment efforts by coaching team members.
• Maintain up-to-date knowledge of IHG Rewards tiers, benefits, and promotions.
• Coordinate with Reservations, Housekeeping, and F&B for loyalty member preferences.

Team Leadership & Training

• Train, coach, and motivate front office colleagues in guest engagement and loyalty delivery.
• Support onboarding of new team members, especially in service culture and loyalty awareness.
• Support scheduling and allocation of lobby coverage roles based on business needs.

Data & Performance

• Monitor and act on GSI performance, identifying key drivers of satisfaction and areas of opportunity.
• Track Loyalty Recognition delivery and LEE on daily/weekly basis; highlight gaps and corrective actions.
• Prepare reports or dashboards on guest feedback trends and loyalty KPI progress for management.

Relieving Front Office Supervisor

In the absence of the Front Office Supervisor, the Guest Experience Supervisor Loyalty / GSI Focus will assume all supervisory duties, including team coordination, shift briefing, operational handovers, and ensuring that front desk standards and procedures are consistently upheld. The role also supports daily task allocations, escalation handling, and maintains open communication with other operational departments to ensure a seamless guest experience.

Key Performance Indicators (KPIs)

• Guest Satisfaction Index (GSI) target achievement or improvement month-over-month
• Loyalty Recognition Compliance (e.g. upgrades, welcome amenity delivery)
• Loyalty Enrolment Efficiency (LEE)
• Service Recovery Effectiveness and resolution turnaround time
• Positive mentions in guest feedback and online reviews referencing service or lobby experience

What we need from you

• Minimum 2 years in Front Office or Guest Services in a supervisory or team lead capacity.
• Prior experience in a branded hotel environment (IHG preferred).
• Strong understanding of loyalty programs and guest engagement principles.
• Excellent interpersonal and communication skills.
• Confident, visible leader who thrives in a busy, guest-facing environment.
• Familiar with hotel systems (Opera Cloud, GuestHeartBeat, IHG Concerto preferred).

What we offer

Join our extraordinary world and experience a place where you can be yourself, share your ideas, support your personal growth and wellbeing, and be a valued member of an inspirational team.

In return, not only will you be rewarded with a competitive salary, you will also be rewarded with a range of benefits that support you throughout your IHG career journey.

· Competitive salary
· Paid birthday leave
· Paid exam leave
· Medical Cover & Term Life Cover
· Some of the best colleague discounts across our IHG Hotels & Resorts for accommodation, food and beverage
· An immense colleague discounts at the hotel
· Most importantly, we’ll help you grow and develop you as an individual.

Your career journey will be supported through our lifelong development programs, IHG career milestone celebrations, and transfer of entitlements as you move and grow with IHG.

How to Apply

You can send your updated resume and cover letter to [email protected]