Guest Relations Supervisor

Job Summary

The Guest Relations Supervisor oversees daily guest relations and front desk operations, ensuring exceptional guest experiences, efficient service delivery, and compliance with hotel standards. The role supports the Guest Relations Manager by supervising the team, handling guest concerns, and maintaining operational and financial controls.

Key Responsibilities

• Supervise guest check-in, check-out, and overall guest service throughout their stay.

• Lead and support the Guest Relations team to deliver excellent customer service.

• Handle guest complaints, service recovery, and VIP guest requirements.

• Promote upselling of rooms, hotel services, and amenities to maximize revenue.

• Ensure reservations, room allocations, billing, and credit procedures comply with hotel policies.

• Monitor cash handling, shift closing, reconciliations, and operational reporting.

• Coordinate with other departments to ensure timely follow-up on guest requests and maintenance issues.

• Maintain awareness of hotel events and services to assist guests effectively.

• Ensure compliance with brand standards, grooming, health and safety, and confidentiality requirements.

• Assist with team training, performance supervision, and continuous improvement initiatives.

• Perform any other duties assigned by the Guest Relations Manager or senior management.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management or a related field.

• 3+ years of experience in Front Office or Guest Relations, including supervisory experience.

• Strong communication, leadership, problem-solving, and customer service skills.

• Knowledge of hotel PMS, billing procedures, and front office operations.
  
  Can also connect at [email protected]