Job Description

About Us

IHG Hotels & Resorts is one of the world’s leading hotel companies, with approximately 350,000 colleagues across more than 100 countries. At IHG, our people are at the heart of delivering on our purpose: True Hospitality for Good, creating memorable stays for every guest.

Located in the heart of Fiji’s capital, Holiday Inn Suva is just a short walk from key financial institutions, embassies, government buildings, and regional headquarters. Our modern rooms offer high-speed internet and private balconies, while our versatile meeting spaces with ocean views are perfect for events. From relaxed dining at Sirocco Restaurant to waterfront pizzas at Bati ni Wai, and drinks or live music at Tapa Lounge Bar, our guests enjoy a true Suva experience.

Your day to day

As Guest Experience Supervisor – Loyalty & GSI Focus, you’ll be the face of our service promise in the lobby, ensuring every guest receives a warm and personalized experience from arrival to departure. You’ll champion IHG One Rewards recognition, support guest engagement efforts, and play a key role in driving Guest Satisfaction Index (GSI) scores and Loyalty Enrolment Efficiency (LEE).

You’ll collaborate with various departments to ensure smooth operations and consistently exceptional service in line with Holiday Inn standards.

Key Responsibilities

Guest Experience Oversight

• Engage with guests proactively during peak periods.
• Lead and follow up on service recovery efforts.
• Personally welcome VIPs, long-stay, and high-profile guests.
• Monitor the guest journey to identify opportunities for surprise-and-delight moments.
• Oversee day-to-day lobby and front-of-house service touchpoints.

Loyalty Recognition & Delivery

• Liaise with Reservations, Housekeeping, and F&B to meet loyalty guest preferences.
• Stay informed on loyalty tiers, benefits, and promotions.
• Coach team members to increase enrolment and maintain consistency.
• Ensure timely recognition and benefits delivery for IHG One Rewards members.

Team Leadership & Training

• Help manage schedules and assign lobby roles according to operational needs.
• Support onboarding of new team members.
• Train and mentor front office staff on service culture and loyalty delivery.

Data & Performance

• Prepare reports and dashboards highlighting trends in guest feedback and loyalty KPIs.
• Monitor Loyalty Recognition and LEE daily/weekly; propose solutions for any gaps.
• Track and respond to GSI metrics, identifying improvement areas.

Relieving Front Office Supervisor

In the absence of the Front Office Supervisor, take on supervisory responsibilities including shift briefings, team coordination, issue escalation, and communication with other departments.

Key Performance Indicators (KPIs)

• Positive guest feedback and online reviews regarding service and lobby experience
• Timely and effective service recovery
• Loyalty Enrolment Efficiency (LEE) performance
• Compliance with loyalty recognition standards (e.g. upgrades, welcome amenities)
• GSI target achievement or month-over-month improvement experience

What we need from you

• Familiarity with Opera Cloud, GuestHeartBeat, and IHG Concerto preferred
• Confident and visible leader who thrives in fast-paced guest-facing environments
• Excellent communication and interpersonal skills
• Strong knowledge of loyalty programs and guest experience principles
• Experience in a branded hotel (IHG preferred)
• Minimum 2 years of Front Office or Guest Services experience in a supervisory or leadership role

What we offer

Join a workplace where you’re encouraged to be yourself, contribute your ideas, and grow personally and professionally. We offer:

• Career development programs, milestone recognitions, and seamless transfer of entitlements within the IHG network
• Outstanding colleague discounts across IHG properties for accommodation, dining, and more
• Medical and term life cover
• Paid exam leave
• Paid birthday leave
• Competitive salary

Come grow with us at Holiday Inn Suva, where your journey matters as much as our guests’.

How to Apply

Submit your resume here:

Skills/Qualifications Required

Front Office & Guest Services

Salary

Not Stated

Full-Time / Part-Time?