Guest Experience Supervisor

The Opportunity\:

Hotel Saint Augustine seeks an enthusiastic Guest Experience Supervisor to join our team. You will be part of a team that is passionate about celebrating creativity and delivering exceptional guest experiences.

Who We Are\:

At the center of the Montrose district sits Hotel Saint Augustine, located across from the Menil Collection campus near the Menil Drawing Institute. It is home to 71 hotel rooms and suites, a restaurant, a small event space, an intimate lobby bar and a cloistered circular courtyard pool. The property takes inspiration from the spirit of the museum collection and of Houston itself—a duality of old world and new, a rich diversity and a forward-thinking sensibility.

We’re Proud to Offer Exceptional Benefits, which Include\:

• Medical, Dental, Vision, 401K with company match

• Free room nights, Discounted and Friends & Family Room Rates

• Free parking

• Generous Paid Time Off

• Work-life benefits including wellbeing initiatives such as a complimentary Headspace

• Discounts at various retailers –Apple, AT&T, Verizon, Headspace and many more!

The Role\:

The Guest Experience Supervisor is responsible for creating exceptional and personalized experiences for every guest while leading the hotel's VIP program. Working closely with the Front Office Manager and Director of Rooms, this role partners with departments across the hotel to anticipate guest needs, drive guest satisfaction, and ensure service exceeds expectations. The ideal candidate is service-driven, detail-oriented, and passionate about hospitality, with strong communication skills and a hands-on approach to guest engagement and team support.

Key Responsibilities\:

• This position reports to the Front Office Manager and works in close partnership with the Director of Rooms.
• Collaborate with all hotel departments to ensure exceptional service delivery, anticipate guest needs, create memorable guest experiences, and support the achievement of the hotel's operational and guest satisfaction goals.
• Maintain a strong FOH presence, personally greeting guests.
• Serve as the point person on property for the Friends with Benefits program and support individual and company FWB goals.
• Attend relevant meetings.

• Head of the VIP program

• Oversee guest profile research to ensure proper VIP codes and corresponding amenities have been assigned and assist with strategic room upgrades.
• Collaborate with the F&B team regarding seasonal amenity offerings.
• Collaborate with departments to ensure they are educated on VIP arrivals.
• Utilize guest intelligence platform/GEM and guest history to formulate surprise and delight moments.
• Monitor social media accounts of past, future, and in-house guests to enhance their experiences.
• Check in and out all hotel guests in a confident, professional, and personalized manner.
• Take hotel reservations accurately and efficiently.
• Ensure all calls are answered in a courteous, professional, and efficient manner.
• Open, secure, and balance shift banks, including the verification of all cash, credit card, and room charge transactions during all shifts.
• Ensure accuracy with all accounting and billing procedures.
• Maintain a comprehensive knowledge of hotel availability, current rates, packages, and special events that may impact occupancy and availability.
• Issue guest safety deposit boxes as requested.
• Perform concierge services such as arranging transportation or other services, dining reservations, amenity requests, grocery shopping, etc.
• Provide courteous, professional, genuine, efficient, and flexible service at all times.
• Ensure immediate response is given to any and all guest comments and concerns and inform immediate supervisor as needed.
• Maintain an accurate log of guest calls for assistance or complaints and ensure completion of all items.
• Maintain current knowledge of local restaurants, special events, city attractions, amenities, and directions.
• Ensure open lines of communication with departments and management through email, logbooks, meetings, and other communication channels to ensure all hotel needs are met.
• Assist with training team members who support this effort.
• Provide support, guidance, and leadership to Front Office team members during assigned shifts.
• Assist with training, coaching, and onboarding new team members while promoting hotel service standards.
• Maintain a high level of cleanliness and safety in the work area.
• Ensure all equipment is maintained in good, safe working condition.
• Maintain an increased awareness of safety issues throughout the property.
• Keep abreast of safety and emergency procedures and OSHA requirements.

Based upon fluctuating demands of the operation and to exceed customer expectations, it may be necessary to perform a multitude of different functions not specifically related to this position. This person may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision.