Guest Experience Supervisor - voco Cairo Arabella Plaza

At voco Cairo Arabella Plaza, the very first voco in Egypt, we are setting new standards in hospitality by blending the warmth of Egyptian service with the unique charm of the voco brand.

We are looking for a Guest Experience Supervisor to join our team and ensure every guest enjoys a seamless, personalized, and memorable stay, and take the lead in delivering the thoughtful touches and genuine connections that make voco truly different.

A little taste of your day-to-day:

Every day is different at IHG, but you’ll mostly be:

• Supervising daily Front Office and Guest Services operations to ensure smooth, efficient, and guest-focused service.
• Acting as a key point of contact for guests, handling inquiries, requests, complaints, and feedback with professionalism and urgency.
• Maintaining a strong lobby presence, engaging with guests, and ensuring every interaction is warm, personalized, and aligned with brand standards.
• Supporting, training, and coaching the Guest Experience team on service protocols, upselling techniques, complaint handling, and guest personalization.
• Collaborating with Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest journeys from pre-arrival to post-departure.
• Monitoring and analyzing guest feedback from surveys and review platforms (e.g., Medallia, TripAdvisor) and initiating corrective actions as needed.
• Managing guest check-ins, check-outs, payments, and system profile accuracy, especially during peak periods and high occupancy.
• Ensuring proper handling of VIP guests, loyalty members, guest preferences, and service recovery cases, while promoting IHG One Rewards enrollment.
• Conducting service audits, ensuring staff grooming, conduct, and brand service standards are consistently met.
• Maintaining accurate records, managing scheduling, supporting inventory control, and assisting with ad hoc duties as required.
• Establishing effective communication with all departments to address guest needs and operational matters promptly.

What we need from you

• Bachelor’s degree in Business, Hospitality, or a related field.
• 2–4 years of experience in Front Office, Guest Relations, with at least 2 years in a supervisory capacity.
• Proven customer service and conflict resolution skills, with strong problem-solving abilities.
• Excellent communication and interpersonal skills, with advanced English (additional languages are a plus).
• Proficiency in hotel PMS systems (e.g., Opera) and Microsoft Office.
• Ability to lead, motivate, and develop team members while maintaining high service standards.
• Strong attention to detail, service orientation, and adaptability in a fast-paced, guest-facing environment.
• Flexibility to work shifts, nights, weekends, and public holidays.

What We Offer:

We give our people everything they need to succeed, from a competitive salary that rewards all their hard work to a wide range of benefits designed to help them live their best work life – including a full uniform, impressive room discounts, and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow, and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.