Guest Service Supervisor

About the role

The Guest Service Supervisor ensures that daily front‑office operations run smoothly, delivering professional and friendly service to all guests. You will lead a team of front desk and guest relations staff, handling inquiries, complaints, and special requests while maintaining high satisfaction standards.

Key responsibilities

• Supervise and support front‑office staff during each shift.
• Oversee check‑in and check‑out processes to ensure efficiency.
• Address guest inquiries, complaints, and special requests promptly.
• Monitor service quality and enforce company standards.
• Train, coach, and mentor team members.
• Prepare shift schedules and assign duties.
• Coordinate with housekeeping, maintenance, and other departments.
• Ensure accurate billing, reservations, and cash‑handling procedures.
• Maintain lobby appearance and guest areas.
• Assist with VIP arrangements and escalations.
• Maintain operational logs, records, and reports.
• Ensure compliance with health, safety, and company policies.

Required profile

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

Required skills

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