Guest Experience Supervisor | The St. Anthony, A Luxury Collection Hotel

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that 'feed your inner explorer', we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with:

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you.
• Discounts with our Crescent managed properties in North America for you & your family members.

ESSENTIAL JOB FUNCTIONS:

1. Anticipatory Guest Engagement & Pre-Arrival Planning

• Proactively engage with VIP and loyalty guests prior to arrival to understand preferences, purpose of stay, and service expectations.
• Anticipate unexpressed needs and coordinate personalized arrangements in advance of arrival.
• Ensure guest preferences are accurately documented in the PMS to support consistency across future stays

2. Rooms Control, Readiness & Presentation

• Serve as Rooms Controller for VIP and loyalty guests, ensuring optimal room assignment based on preferences, status, and operational flow.
• Pre-block and inspect rooms to confirm they meet Forbes luxury presentation standards and Marriott brand expectations.
• Conduct meticulous room inspections with attention to detail, functionality, cleanliness, and ambiance.

3. Concierge Oversight & Program Enhancement

• Oversee daily Concierge operations, ensuring service delivery reflects luxury positioning and local authenticity.
• Enhance the Concierge program through curated experiences, preferred partnerships, and elevated recommendations aligned with guest profiles.
• Ensure Concierge services are proactive, knowledgeable, and personalized rather than transactional.
• Maintain expert knowledge of local dining, culture, entertainment, transportation, and exclusive experiences.

4. Arrival Experience, Recognition & Escort

• Personally welcome VIP and loyalty guests with genuine warmth, professionalism, and recognition.
• Escort guests when appropriate, providing a refined orientation to the room and property while highlighting amenities and loyalty benefits.
• Ensure arrivals are seamless, unrushed, and aligned with Forbes arrival and recognition standards.

5. Amenities & Personal Touchpoints

• Coordinate, stage, and deliver amenities with precision, timeliness, and attention to guest preferences.
• Ensure amenity presentations align with luxury expectations and brand guidelines.
• Maintain detailed records of amenities, preferences, and special occasions.

6. Front Desk Support & Operational Flexibility

• Provide hands-on support to the Front Desk during peak periods, service recovery situations, or staffing needs.
• Assist with check-ins, check-outs, guest inquiries, and problem resolution while maintaining elevated service standards.
• Act as a liaison between Concierge, Front Office, and Housekeeping to ensure service continuity.

7. Guest Satisfaction, Service Recovery & Continuous Improvement

• Monitor guest satisfaction throughout the stay, proactively addressing concerns before they escalate.
• Execute service recovery with empathy, ownership, and empowerment consistent with Marriott's service culture.
• Capture feedback and identify trends to enhance future VIP and loyalty experiences.

8. Loyalty Program Excellence

• Deliver loyalty recognition with consistency, personalization, and authenticity.
• Ensure benefits are clearly communicated and flawlessly executed.
• Build meaningful relationships with frequent guests to drive repeat visitation and brand loyalty.

9. Cross-Functional Collaboration & Communication

• Partner closely with Housekeeping, Front Office, Food & Beverage, Sales, and Operations leadership.
• Communicate guest needs and preferences clearly to ensure seamless service across all touchpoints.

QUALIFICATIONS:

• Minimum of 2 years' experience in luxury hospitality, preferably in Concierge, Guest Relations, Front Office, or VIP Services.
• Demonstrated understanding of Forbes Travel Guide service standards and Marriott brand culture.
• Exceptional interpersonal skills with the ability to engage guests with confidence, warmth, and discretion.
• Strong organizational skills and attention to detail.
• Proficiency in hotel PMS systems and Microsoft Office Suite.
• Flexible availability, including weekends and holidays, based on operational needs.

Preferred Skills:

• Multilingual abilities are a strong advantage.
• Familiarity with loyalty program management and benefits implementation.
• Training or certification in hospitality management is a plus.