Guest Experience Supervisor | Holiday Inn Express Pokhara

Job Description

Holiday Inn Express Pokhara is a modern, internationally branded hotel located near Lakeside Road, close to Pokhara’s key tourist and commercial areas. The hotel offers 90 comfortable guest rooms, an all-day dining restaurant, bar & lounge, lobby lounge, a 213 sqm meeting and events space, and a fitness centre.

As part of the IHG global brand, we provide our associates with a stable and respectful work environment, structured training, and opportunities for career growth locally and internationally. We welcome passionate hospitality professionals who are committed to teamwork, service excellence, and Nepali hospitality values.

As our Guest Experience Supervisor, you will be the heart of our guests' journeys, ensuring each stay is unforgettable through personalized service. You’ll foster a fun, professional atmosphere in the lobby, managing guest registration, check-out, PBX operations, and services for both in-house and external guests. Acting as the central hub of hotel knowledge, you’ll handle guest requests and oversee front desk operations. Additionally, you'll guide and support your team, helping them grow and align their goals with the department and hotel's success.

A little taste of your day-to-day:

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

• Ensure guests are greeted and checked in promptly and efficiently with the highest level of hospitality.
• Engage with each guest to craft memorable, tailored experiences, exceed expectations, and seek feedback to resolve issues with empathy, leaving every guest with a lasting impression of exceptional service.
• Responsible for the smooth operation of daily front desk activities, including the allocation of rooms based on guest preferences.
• Ensure strict adherence to all safety protocols, including emergency, fire, and bomb threat procedures.
• Ensure strict adherence to all hotel quality assurance standards, financial audits, and safety regulations.
  
  

What We need from you:

• Fluency in both Nepalese and English is essential for effective communication with a diverse range of guests.
• Ability to deal with difficult interactions and work under pressure.
• A strong grasp of reading, writing, basic mathematics, and hotel management software is essential.
• Flexibility to respond to a variety of different work situations
• A passion for delivering an exceptional level of guest service
  
  

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your 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 difference 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 – and 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.