Guest Relation Supervisor

Guest Experience & Service Excellence

• Ensure a warm, professional, and personalized welcome for all guests, including VIPs, repeat guests, and loyalty members.
• Anticipate guest needs and proactively resolve concerns to exceed expectations.
• Handle guest complaints efficiently, ensuring quick resolution and follow-up.
• Maintain strong guest relations throughout the guest journey—from arrival to departure.

Front Office & Operations

• Support front office operations during peak hours, including check-in and check-out when required.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest service.
• Monitor room allocations, special requests, and amenities for VIP and long-stay guests.
• Ensure brand standards and SOPs are consistently followed.

Team Supervision & Training

• Assist in supervising Guest Relations / Front Office Associates.
• Provide on-the-job training and coaching to enhance service quality and guest engagement.
• Act as a role model for service behavior and professionalism.

Guest Feedback & Reputation Management

• Monitor guest feedback, online reviews, and internal guest satisfaction reports.
• Take corrective actions based on feedback to improve service quality.
• Maintain guest history and preferences to enhance personalization.

Administration & Reporting

• Prepare daily guest relation reports, VIP lists, and incident logs.
• Maintain accurate records of guest interactions and service recovery actions.

Qualifications & Skills Education & Experience

• Graduate or Diploma in Hotel Management or Hospitality Management preferred.
• Minimum 2–4 years of experience in Front Office or Guest Relations in a reputed hotel (brand hotel experience preferred).

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Guest-focused mindset with attention to detail.
• Ability to lead and motivate a team.
• Proficient in hotel PMS (Opera preferred) and basic computer skills.
• Well-groomed with a professional and approachable demeanor.