Thompson Hotels
Join to apply for the Guest Experience Supervisor role at Thompson Hotels.
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.
As a Great Place to Work in the U.S. for twelve years running, it is an award‑winning culture where you can bring your whole self to work every day, coupled with benefits that empower you to defy expectations and seek excellence.
The Role Supervisors possess strong leadership, communication and relationship skills. They are expected to support Department Heads by developing and assuming basic management responsibilities. This role leads other colleagues by coaching, giving direction and may include training, scheduling, payroll and interviewing responsibilities. The Guest Experience Supervisor will lead our concierge department and assist with guest communications to ensure the guest experience is world‑class. This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience. This position requires knowledge of hotel services, local events and venues, and transportation options.
This person will bring ideas to the table for how to enhance packages and offerings, curate guests’ stays based on preferences and occasions, create and maintain partnerships that align with our brand, be able to maintain relationships with guests, and drive communication between guests, departments, and vendors.
Key Responsibilities
Deliver personalized guest service by arranging dining, transportation, and activity reservations.
Welcome and engage guests with a warm, professional demeanor throughout their stay.
Serve as the main point of contact for VIP guests, special requests, and guest feedback.
Ensure all guest preferences and special occasions are noted and executed seamlessly.
Coordinate with departments such as Housekeeping, Food & Beverage, and Front Office to deliver elevated service experiences.
Handle guest concerns or complaints with empathy, professionalism, and efficiency.
Conduct room inspections for VIP arrivals and ensure rooms meet brand standards.
Maintain a strong presence in the lobby to assist guests and increase visibility of guest services.
Assist with check‑in and check‑out processes as needed.
Support on‑property activations, special events, and curated guest experiences.
Maintain positive relationships with local partners and vendors to enhance guest offerings.
Promote hotel services, amenities, and loyalty programs to enrich the guest experience.
Collect and analyze guest feedback to identify opportunities for continuous improvement.
Ideal Candidate Traits
Naturally warm, approachable, and service‑driven personality
Strong problem‑solving skills and a positive attitude
A collaborative team player who can also work independently
Confident engaging with guests and resolving issues on the spot
The Hotels When you stay at a Thompson Hotel, you are welcome as a resident. With intuitive service, each guest is provided a tailored experience, enhancing their personal travel journey and bridging connections to the local perspective. Thompson’s unique hotels are timeless destinations, creating distinctive experiences that transform your day, your trip, or even your life. Thompson Austin offers 212 luxury guestrooms and suites plus 17 residences along with a 10,000‑square‑foot wellness center, three restaurant + bar concepts, an expansive pool deck, and private cabanas, and over 10,000 square feet of flexible and traditional event space.
The Benefits & Perks We have you covered with an awesome rewards package! Health and welfare plans? We have a range of choices for you and your eligible dependents. Financial wellbeing? Got it! Opt into our 401(k) plan, College Saving Plan, or Employee Stock Purchase Plan. Oh, and we don’t want to leave out our lifestyle benefits! Paid time off including vacation, holidays, and sick leave, paid Family Bonding Time, Adoption Assistance, discounted and complimentary rooms at Hyatt locations across the globe, free colleague meals during shifts, well‑being & educational assistance, and many more.
Qualifications
Previous customer service experience required; prior experience in guest relations, front office, or a similar hospitality role preferred
Genuine passion for guest service and a commitment to delivering a luxury experience
Strong verbal and written communication skills with a refined, professional demeanor
Experience and thorough understanding of guest service operations
Open availability, including evenings, weekends, and holidays
Ability to thrive in a fast‑paced environment and remain composed under pressure
Ability to stand for extended periods and walk moderate distances as needed
Proficiency in Opera or similar property management systems is a plus
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
Industries Hospitality
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
#J-18808-Ljbffr
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.
As a Great Place to Work in the U.S. for twelve years running, it is an award‑winning culture where you can bring your whole self to work every day, coupled with benefits that empower you to defy expectations and seek excellence.
The Role Supervisors possess strong leadership, communication and relationship skills. They are expected to support Department Heads by developing and assuming basic management responsibilities. This role leads other colleagues by coaching, giving direction and may include training, scheduling, payroll and interviewing responsibilities. The Guest Experience Supervisor will lead our concierge department and assist with guest communications to ensure the guest experience is world‑class. This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience. This position requires knowledge of hotel services, local events and venues, and transportation options.
This person will bring ideas to the table for how to enhance packages and offerings, curate guests’ stays based on preferences and occasions, create and maintain partnerships that align with our brand, be able to maintain relationships with guests, and drive communication between guests, departments, and vendors.
Key Responsibilities
Deliver personalized guest service by arranging dining, transportation, and activity reservations.
Welcome and engage guests with a warm, professional demeanor throughout their stay.
Serve as the main point of contact for VIP guests, special requests, and guest feedback.
Ensure all guest preferences and special occasions are noted and executed seamlessly.
Coordinate with departments such as Housekeeping, Food & Beverage, and Front Office to deliver elevated service experiences.
Handle guest concerns or complaints with empathy, professionalism, and efficiency.
Conduct room inspections for VIP arrivals and ensure rooms meet brand standards.
Maintain a strong presence in the lobby to assist guests and increase visibility of guest services.
Assist with check‑in and check‑out processes as needed.
Support on‑property activations, special events, and curated guest experiences.
Maintain positive relationships with local partners and vendors to enhance guest offerings.
Promote hotel services, amenities, and loyalty programs to enrich the guest experience.
Collect and analyze guest feedback to identify opportunities for continuous improvement.
Ideal Candidate Traits
Naturally warm, approachable, and service‑driven personality
Strong problem‑solving skills and a positive attitude
A collaborative team player who can also work independently
Confident engaging with guests and resolving issues on the spot
The Hotels When you stay at a Thompson Hotel, you are welcome as a resident. With intuitive service, each guest is provided a tailored experience, enhancing their personal travel journey and bridging connections to the local perspective. Thompson’s unique hotels are timeless destinations, creating distinctive experiences that transform your day, your trip, or even your life. Thompson Austin offers 212 luxury guestrooms and suites plus 17 residences along with a 10,000‑square‑foot wellness center, three restaurant + bar concepts, an expansive pool deck, and private cabanas, and over 10,000 square feet of flexible and traditional event space.
The Benefits & Perks We have you covered with an awesome rewards package! Health and welfare plans? We have a range of choices for you and your eligible dependents. Financial wellbeing? Got it! Opt into our 401(k) plan, College Saving Plan, or Employee Stock Purchase Plan. Oh, and we don’t want to leave out our lifestyle benefits! Paid time off including vacation, holidays, and sick leave, paid Family Bonding Time, Adoption Assistance, discounted and complimentary rooms at Hyatt locations across the globe, free colleague meals during shifts, well‑being & educational assistance, and many more.
Qualifications
Previous customer service experience required; prior experience in guest relations, front office, or a similar hospitality role preferred
Genuine passion for guest service and a commitment to delivering a luxury experience
Strong verbal and written communication skills with a refined, professional demeanor
Experience and thorough understanding of guest service operations
Open availability, including evenings, weekends, and holidays
Ability to thrive in a fast‑paced environment and remain composed under pressure
Ability to stand for extended periods and walk moderate distances as needed
Proficiency in Opera or similar property management systems is a plus
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
Industries Hospitality
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
#J-18808-Ljbffr