Guest Service Supervisor

1.High School Diploma or equivalent; a degree in Hospitality Management or a related field is often preferred.

2.Minimum of 2-3 years of experience in a customer service or hospitality role, with previous supervisory or leadership experience highly desirable.

3.Proficiency in computer skills, including Microsoft Office Suite, and specific hotel/hospitality management software (e.g., Opera, FOSSE, etc.).

Summary

The Guest Service Supervisor is responsible for leading the Guest Service team (Front Desk Agents, Concierge, etc.) to deliver superior service, manage all front office operations, and handle escalated guest issues to ensure maximum guest satisfaction.

Key Responsibilities

1. Staff Supervision & Leadership:

Supervise, motivate, and direct the daily activities of the Guest Service team.

Assist in training, coaching, and developing team members on service standards, procedures, and upselling techniques.

Prepare and manage staff schedules and assignments to ensure adequate coverage for all shifts.

Monitor staff performance, appearance, and adherence to company policies.

2. Guest Experience & Service:

Ensure a smooth, efficient, and welcoming check-in and check-out process.

Handle and resolve all escalated guest complaints, conflicts, and sensitive recovery operations in a professional and timely manner.

Pay special attention to VIPs, loyalty members, and long-stay guests, ensuring their needs are met.

Proactively engage with guests to gather feedback and identify opportunities for service improvement.

3. Operational Duties:

Oversee and manage the front desk operations, including phone systems, reservations, and guest registration.

Ensure proper cash handling, billing, and financial reporting procedures are followed by the team.

Coordinate effectively with other departments (Housekeeping, Maintenance, Sales, etc.) to fulfill guest requests and ensure seamless service.

Maintain the cleanliness, organization, and professional appearance of the front office and lobby areas.

4. Administrative Duties:

Review daily reports, logs, and guest history to prepare for upcoming arrivals and special requests.

Assist in inventory control for front office supplies.

Ensure all department policies and procedures, including safety and emergency protocols, are understood and followed.

1.Service Charge
2.Day Off 8 Days / Month
3.Meal Allowance 2 / Meals
4.Public Holiday 15 Days
5.Uniforms
6.Social Security
7.Vacations