Guest Service Supervisor

About the role

The Guest Service Supervisor ensures that every guest receives professional, efficient, and friendly service throughout their stay. Working on the front office team, you will lead staff, resolve guest issues, and uphold the high standards of the Souq Waqif Boutique Hotel.

Key responsibilities

• Supervise and support front‑office staff during each shift.
• Oversee smooth check‑in and check‑out processes.
• Handle guest inquiries, complaints, and special requests with professionalism.
• Monitor service quality and ensure compliance with 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 guest arrangements and escalations.
• Maintain operational logs, records, and reports.
• Ensure health, safety, and company policy compliance.

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, interpersonal, problem‑solving, and conflict‑resolution abilities.
• Ability to work shifts, weekends, and holidays.

Required skills

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