Guest Service Supervisor

About the role

The Guest Service Supervisor leads the front‑office team to deliver professional, efficient and friendly service to all guests. Reporting to hotel management, the role ensures smooth check‑in and check‑out operations, handles guest inquiries and supports overall guest satisfaction.

Key responsibilities

• Supervise and support front‑desk and guest‑relations staff during each shift.
• Oversee check‑in, check‑out and reservation processes to guarantee accuracy.
• Address guest inquiries, complaints and special requests, including VIP arrangements.
• Monitor service quality, lobby appearance and compliance with health, safety and company policies.
• Coordinate with housekeeping, maintenance and other departments to resolve issues promptly.
• Prepare shift schedules, assign duties and maintain operational logs and reports.
• Ensure correct billing, cash handling and reservation system usage.

Required profile

• Diploma or Bachelor’s degree in Hospitality Management or a related field.
• 2–5 years of experience in hospitality or customer‑service environments.
• Previous supervisory experience preferred.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Willingness to work shifts, weekends and holidays.

Required skills

• Proficiency with hotel management systems such as Opera and Fidelio.