Guest Review & Experience Supervisor

Guest Review & Experience Supervisor

Position Title: Guest Review & Experience Supervisor
Department: Front Office – dotted line to Mkt to Commercial
Reports To: Front Office Operation Manager

Position Statement

The Guest Review & Experience Supervisor is responsible for monitoring and analyzing guest reviews across all digital platforms (Tripadvisor, Google, Booking, Stay Experience, etc.) and within the hotel venues (restaurants, bars, spa, meeting rooms). The role ensures that guest feedback is addressed effectively, identifies areas of improvement, and supports the delivery of an exceptional guest experience in line with Hilton brand standards.

What will I be doing?

As a Guest Review & Experience Supervisor, you will be responsible for performing the following tasks to the highest standards:

Guest Review Management

• Monitor, track, and respond to all guest reviews across online platforms on a daily basis.

• Ensure responses are timely, professional, and aligned with brand voice and positioning.

Guest Feedback Analysis

• Collect and analyze guest feedback from all hotel venues (F&D venues, Spa, Meetings & Events, etc.).

• Classify feedback into positive, negative, and areas for improvement.

• Investigate negative reviews and coordinate with relevant departments to identify root causes and implement corrective actions.

Reputation & Reporting

• Safeguard the hotel’s online reputation by ensuring consistency in tone and brand alignment.

• Prepare weekly and monthly reports for the management team, highlighting key trends and KPIs (GSS, NPS, Review Index).

• Benchmark competitor reviews and share best practices with internal teams.

Recognition & Engagement

• Share positive guest feedback with the Human Resources team to support employee recognition and motivation initiatives.

• Foster a culture of guest feedback awareness and advocacy across all departments.

Continuous Improvement & Training

• Turn guest feedback into actionable insights that support operational and service enhancements.

• Organize awareness sessions and training workshops for departments to strengthen the guest feedback culture.

• Act as the “voice of the guest,” advocating for service improvements and ensuring feedback is embedded into the hotel’s overall strategy.

What are we looking for?

A Guest Review & Experience Supervisor serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Strong guest-focused approach and excellent communication skills.

• Problem-solving and analytical thinking abilities.

• Experience in report preparation, data analysis, and KPI tracking.

• Confidence in using digital platforms and review management tools.

• Previous experience in hospitality or guest services is preferred.

• Ability to work effectively with multiple departments and build positive relationships.

• Proactive mindset with an ability to identify improvement opportunities.

• Copyrighting skill is a plus.

• Excellent fluency Turkish and English grammar language skills.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands and to creating rewarding career opportunities for Team Members.