Guest Experience Supervisor

Rwanda Ultimate Golf Course

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https://www.rwandagolf.rw

Rwanda Ultimate Golf Course Ltd

Job Description

Job Title: Guest Experience Supervisor

Reports To: Guest Experience Manager

Position Purpose:

Rwanda Ultimate Golf Course is a private company created to position Rwanda as the best golfing destination in Africa and one of the greatest in the world. The first project of Rwanda Ultimate Golf Course, in order to reach this goal, is the Kigali Golf Resort & Villas. The golf course is a real estate masterpiece designed by the worldwide famous Gary Player. The facility will also include a five-star Clubhouse and other amenities.

The Guest Experience Supervisor supports the Guest Experience Manager in ensuring excellent service delivery, smooth daily operations, and the highest levels of guest satisfaction. The role involves supervising and mentoring Guest Experience Agents, handling escalated guest concerns, and ensuring consistent adherence to service standards and procedures.

Key Responsibilities include but not limited to:

Ensure all guests receive a warm welcome, personalized service, and efficient assistance throughout their stay.
Handle complex guest inquiries, complaints, or requests that agents cannot resolve, ensuring timely and satisfactory solutions.
Monitor service delivery to ensure alignment with organizational standards and guest expectations.
Promote a guest-centric culture by leading through example.
Supervise daily activities of Guest Experience Agents, ensuring efficiency and professionalism.
Provide coaching, training, and continuous feedback to agents to improve service quality.
Assist in scheduling, shift planning, and managing attendance of the Guest Experience team.
Conduct regular briefings to communicate updates, guest feedback, and service priorities.
Ensure compliance with guest service policies, SOPs, and company standards.
Monitor guest feedback channels (surveys, online reviews, direct feedback) and work with the manager on improvement initiatives.
Support in preparing reports related to guest experience performance, feedback, and service recovery cases.
Assist the Guest Experience Manager in rolling out new initiatives, systems, or service improvement projects.
Coordinate with other departments (F&B, Housekeeping, Maintenance, Security, etc.) to ensure guest needs are met.
Escalate recurring issues or operational gaps to the Guest Experience Manager with recommendations for solutions.
Maintain effective communication between management and the front-line team.

Qualifications & Experience

Diploma/Degree in Hospitality Management or related field.
2–3 years of experience in a guest service/front office role, with at least 1 year in a supervisory capacity.
Strong leadership and people management skills.
Excellent communication and interpersonal skills.
Problem-solving and conflict resolution abilities.
Proficiency in front office systems, reservations software, and MS Office Suite.
High level of professionalism, patience, and guest-centric mindset.

Key Competencies

Guest focus & empathy
Leadership & team development
Communication & collaboration
Decision-making & accountability
Service recovery & conflict handling
Attention to detail & organizational skills

Required documents:

A detailed CV with 3 contacts of professional referees.
A one-page cover letter with a motivation statement in relation to the responsibilities and requirements for this position.
Copies of academic degree, professional training certificates, and other relevant training certificates.
A copy of your national ID

How to Apply

Applications should be submitted no later than November 7th, 2025,17:00 hrs Kigali time.
Please click on the “Apply” button to complete your application.

Only selected candidates for interview will be contacted.