Hyatt Centric Memphis

Guest Experience Supervisor

Primary Responsibilities

• Serve as the primary supervisor on the 3rd front desk pod, assisting with check-ins and checkouts, while maintaining a highly visible and supportive presence for both guests and front desk agents.

• Collaborate closely with the Front Office Manager to ensure smooth daily operations and consistent service excellence. Guest Relations & Communication • Manage and input all “We Care” feedback (compliments and complaints) provided by the Lobby Ambassador.

• Communicate any necessary follow-ups to the relevant departments and track resolution progress to ensure guest concerns are addressed timely and effectively.

• Respond promptly to guest emails and special requests, ensuring personalized and professional communication at all times.

• Monitor and enhance the experience of VIP guests, ensuring special touches and attention to detail are consistently delivered.

• Enhance the experience of business travelers, identifying repeat guests and tailoring service for efficiency and convenience. Airline Crew Coordination

• Oversee airline crew room blocks, ensuring accurate data entry, room readiness, and seamless check-in/check-out processes. Medallia:

• Monitor and respond to Hy-Sat (Guest Satisfaction) survey comments, escalating key feedback to department heads where training or process improvement is required.

• Track and report name mentions in Hy-Sat to management as part of the team recognition initiative.

• Respond to Consumer Affairs (GCC) emails in a timely.

Team & Operational Support

• Edit and maintain the Lobby Ambassador Tracker on a monthly basis; ensure coverage across all shifts and adjust scheduling as needed.

• Provide backup coverage for front desk shifts during peak periods, call-outs, or staffing shortages.

• Act as a supportive leader and mentor to front desk agents, offering coaching, training, and hands-on assistance as needed.

• Attend daily morning stand-ups and contribute to monthly departmental meetings, bringing updates, observations, and guest feedback insights to the team.

• Identify trends in guest behavior and feedback to suggest service improvements or amenity enhancements.

• Assist in onboarding and training new front desk agents

• Partner with the housekeeping and engineering teams to ensure VIP and airline rooms are pre-blocked and prepared to standard.

Qualifications

• A true desire to satisfy the needs of others in a fast-paced environment.
• Refined verbal and written communication skills.
• Experience and thorough understanding of guest services.