Guest Relations Supervisor

Overview The Guest Relations Supervisor is responsible for overseeing the guest relations team to ensure all guests experience outstanding hospitality throughout their stay. This role includes coordinating guest requests, handling VIP guests, and managing feedback to continuously improve guest satisfaction. The Guest Relations Supervisor works closely with other departments to ensure seamless service delivery that aligns with the hotel’s standards and enhances the guest experience.

Key Responsibilities

Guest Service and Satisfaction

Lead the guest relations team in providing warm, personalized service to all guests, ensuring each guest feels valued and cared for.

Manage VIP and special guest experiences, coordinating with relevant departments to ensure expectations are met and exceeded.

Address guest complaints or concerns promptly and professionally, finding effective solutions to ensure guest satisfaction.

Team Supervision and Training

Train, guide, and motivate the guest relations team to uphold the hotel’s service standards and policies.

Schedule and manage team shifts to ensure adequate coverage and smooth operations at all times.

Provide feedback to team members, supporting their development and growth.

Operations Coordination

Coordinate with the front office, Villa Host, and F&B teams to personalize guest experiences and ensure seamless service.

Monitor guest feedback through surveys, reviews, and in-person interactions, identifying areas for improvement and implementing corrective actions.

Maintain detailed records of guest preferences, feedback, and incidents to enhance future stays and improve service standards.

Promotions and Upselling

Inform guests about hotel facilities, activities, and promotions, encouraging them to take advantage of available amenities.

Identify opportunities to upsell services, upgrades, and packages that enhance the guest experience and increase revenue.

Quality Control and Reporting

Conduct regular quality checks to ensure the team delivers consistent, high-quality service aligned with the hotel’s standards.

Generate daily, weekly, and monthly reports on guest feedback, complaints, and team performance for management review.

Monitor key performance metrics, such as guest satisfaction scores, and take action as needed to maintain high levels of service.

Qualifications

Certificate in Hospitality Management or related field preferred.

Minimum of 2-3 years’ experience in guest relations or front office roles within the hospitality industry.

Excellent communication, interpersonal, and conflict-resolution skills.

Strong leadership abilities with experience in training and supervising a team.

Proficiency in Front Office Software

Detail-oriented and able to multitask in a fast-paced environment.

Ability to work flexible hours, including weekends and holidays.

Proficient in English, both written and spoken

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