Guest Experience Supervisor Jobs

GuestReady

Location:
Portugal, Porto

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Join GuestReady as a Guest Experience Supervisor. GuestReady is a global game-changer in short-term rental and hospitality management, operating across the UK, France, Portugal, Spain, and the UAE. Since 2016, we’ve been redefining the industry through cutting-edge technology and world-class service. We’re now looking for a proactive, people-focused Guest Experience Supervisor to lead a designated group of L1 and L2 agents, ensuring high performance, strong engagement, and operational excellence across every shift. As a Squad Supervisor, you will be responsible for the daily performance, motivation, and alignment of your assigned team. You’ll ensure service standards are consistently met by driving SLA adherence, maintaining quality and productivity, and fostering a positive, high-performing environment. You’ll also act as the primary bridge between Operations Management and agents, promoting continuous improvement and addressing recurring issues.

Job Responsibility:

Lead, coach, and support L1 and L2 agents through regular 1:1s, feedback sessions, and daily guidance
Monitor team performance, focusing on SLA adherence, quality, accuracy, and productivity
Drive motivation, engagement, and attendance, creating a supportive and accountable culture
Ensure SOP compliance and perform ongoing quality assurance checks
Provide actionable feedback and collaborate with QA and Training teams to identify and close performance gaps
Maintain high standards in all escalations and written communications
Identify recurring issues or operational inefficiencies and propose clear improvements
Communicate updates, priorities, and policy changes promptly and clearly
Support the rollout and adoption of new processes that enhance efficiency and team performance

Requirements:

Proven experience in customer service, hospitality, operations, or a similar environment
Previous exposure to supervisory, team lead, or coaching responsibilities (highly preferred)
Strong understanding of service quality, SLA management, and team performance metrics
Exceptional communication, leadership, and problem-solving skills
Ability to remain calm, fair, and structured when handling escalations or high-pressure situations
High sense of ownership, accountability, and commitment to team success
Flexibility to work rotating shifts, including evenings and weekends
Hybrid work model – 2 days per week in the office

Nice to have:

Experience with customer-service CRMs or ticketing platforms
Background supporting or managing distributed or remote teams
Fluency in English
additional languages are a strong plus

What we offer:

Hybrid work flexibility
Join a fast-growing global company shaping the future of travel tech
Work with an international, collaborative, and diverse team
Continuous learning, coaching, and growth opportunities
Comprehensive health coverage
Well-being initiatives and a positive team culture
Pet-friendly offices

Additional Information:

Job Posted:
December 09, 2025

Work Type:

Hybrid work

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Guest Experience Supervisor