Guest Experience Supervisor chez Thompson Austin - 5th and Brazos

The Role

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's 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. 

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, 3 restaurant + bar concepts, an expansive pool deck, and private cabanas, and over 10,000 square feet of flexible and traditional event space. ​

The 193-king room tommie Austin is built for the spirited adventurer. Guest will be encouraged to explore Austin’s unparalleled offerings and in every square foot, tommie is an opportunity to meet and be inspired. Where art and atmosphere seep in from the surrounding neighborhood, and collaborations seep back out. tommie will feature a bespoke coffee and wine shop and allow guests to be the master of their own stay while still offering warm and authentic service. ​

Both hotels are anchored on the ground floor by our re-imagined cantina-themed restaurant, a 13,000 sq ft. indoor and outdoor oasis as well as The 5th Street Diner + The Royale Room, a street-side concept serving daily fare for locals, residents, and guests alike. This mixed-use project will also feature a residential tower – Sienna – and 10,000 square feet of retail space and a 7,000 sq. ft. state of the art fitness center and simulator room, appropriately named the “T” Box. 

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! ​

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%3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EPrevious customer service experience required; prior experience in guest relations, front office, or a similar hospitality role preferred%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left:1.0in;mso-add-space:auto;mso-list:l0 level1 lfo1;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Symbol;%22%3E%3Cspan style=%22mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E·%3C/span%3E%3Cspan style=%22font:7.0pt %26quot;Times New Roman%26quot;;mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EGenuine passion for guest service and a commitment to delivering a luxury experience%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left:1.0in;mso-add-space:auto;mso-list:l0 level1 lfo1;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Symbol;%22%3E%3Cspan style=%22mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E·%3C/span%3E%3Cspan style=%22font:7.0pt %26quot;Times New Roman%26quot;;mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EStrong verbal and written communication skills with a refined, professional demeanor%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left:1.0in;mso-add-space:auto;mso-list:l0 level1 lfo1;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Symbol;%22%3E%3Cspan style=%22mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E·%3C/span%3E%3Cspan style=%22font:7.0pt %26quot;Times New Roman%26quot;;mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EExperience and thorough understanding of guest service operations%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left:1.0in;mso-add-space:auto;mso-list:l0 level1 lfo1;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Symbol;%22%3E%3Cspan style=%22mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E·%3C/span%3E%3Cspan style=%22font:7.0pt %26quot;Times New Roman%26quot;;mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EOpen availability, including evenings, weekends, and holidays%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left:1.0in;mso-add-space:auto;mso-list:l0 level1 lfo1;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Symbol;%22%3E%3Cspan style=%22mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E·%3C/span%3E%3Cspan style=%22font:7.0pt %26quot;Times New Roman%26quot;;mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EAbility to thrive in a fast-paced environment and remain composed under pressure%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22margin-left:1.0in;mso-add-space:auto;mso-list:l0 level1 lfo1;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Symbol;%22%3E%3Cspan style=%22mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E·%3C/span%3E%3Cspan style=%22font:7.0pt %26quot;Times New Roman%26quot;;mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EAbility to stand for extended periods and walk moderate distances as needed%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22margin-left:1.0in;mso-add-space:auto;mso-list:l0 level1 lfo1;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Symbol;%22%3E%3Cspan style=%22mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E·%3C/span%3E%3Cspan style=%22font:7.0pt %26quot;Times New Roman%26quot;;mso-bidi-font-family:Symbol;mso-fareast-font-family:Symbol;mso-list:Ignore;%22%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EProficiency in Opera or similar property management systems is a plus%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3E%3Co:p%3E%26nbsp;%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EHyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cb style=%22mso-bidi-font-weight:normal;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3E%3Cstrong%3EThis is not your typical career opportunity.%3C/strong%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;mso-spacerun:yes;%22%3E%3Cstrong%3E%26nbsp; %3C/strong%3E%3C/span%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3E%3Cstrong%3EThis is the Hyatt Touch.%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/b%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Ci style=%22mso-bidi-font-style:normal;%22%3E%3Cspan style=%22mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;%22%3EAll 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.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/i%3E%3Cspan style=%22font-size:9.0pt;%22%3E%3Ci style=%22mso-bidi-font-style:normal;%22%3E%3Cspan style=%22line-height:107%;mso-bidi-font-size:11.0pt;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/i%3E%3C/span%3E%3C/p%3E Postuler maintenant