Guest Experience Supervisor

Role information

About Rosewood Doha

Associate experience

• The associate experience includes salary and benefits, accommodation, a birthday day off, personalized development plans and continuous learning opportunities.

Leadership

• Supervise Guest Relations and Butler operations.
• Lead briefings and shift handovers, allocate tasks, coordinate lobby coverage and ensure staffing coverage.
• Coach associates, mentor new team members, maintain grooming standards and escalate operational challenges.

Guest experience

• Welcome VIP, repeat and long-stay guests and prepare personalized arrivals.
• Verify guest preferences in Opera and ensure amenities and room setups are completed.
• Monitor assignments, follow up on guest requests and recover service failures.

Butler operations

• Supervise Butler operations and coach Butlers on anticipation and personalization.
• Review Butler task completion and communication with other departments.

Quality and training

• Monitor Forbes, LQA and Rosewood standards and inspect VIP arrivals and public areas.
• Review guest feedback, follow through on glitches and drive consistency across shifts.
• Conduct training, support mandatory training compliance and develop future supervisors.

Communication and administration

• Coordinate communication across departments, participate in operational meetings and maintain accurate handovers.
• Monitor Opera profiles, preference capture, traces, reports and SOP compliance.

Performance and standards

• Support observations, appraisals and probation reviews, coach underperformers and recognize high performers.
• Promote upselling and outlet utilization, monitor amenity usage and productivity, and follow company, confidentiality and health and safety policies.

Requirements

• Experience or capability to supervise Guest Relations and Butler teams.
• Ability to lead briefings, shift handovers, task allocation and staffing coverage.
• Ability to coach associates, mentor new team members and support training plans.
• Ability to deliver personalized service to VIP, repeat and long-stay guests.
• Ability to use Opera to verify guest preferences, complete profiles and review traces.
• Ability to maintain compliance with Forbes, LQA, Rosewood and health and safety standards.
• Ability to support performance observations, appraisals and probation reviews.
• Ability to maintain confidentiality and professional grooming standards.