Guest Service Supervisor

Guest Service Operations
• Address guest complaints promptly, follow up, and ensure complete resolution.
• Monitor lobby operations, guest flow, and service queues to maintain efficiency.
• Ensure all guest interactions are handled professionally, courteously, and in accordance with TUI BLUE standards.
• Supervise daily Front Desk and Guest Relations activities, ensuring smooth check- in, check- out, and guest service processes.
• Handle VIP arrivals, special arrangements, and guest preferences.
Team Supervision & Training
• Support scheduling, task assignment, and daily briefings for Guest Service team members.
• Provide coaching, on- the- job training, and performance feedback.
• Ensure staff compliance with grooming standards, SOPs, and guest service guidelines.
• Assist in onboarding and training new employees.
Communication & Coordination
• Communicate special requests, operational updates, and guest feedback to relevant departments.
• Coordinate with Housekeeping, Engineering, Reservations, Security, and F&B for guest requests and room readiness.
• Report issues, service gaps, or unusual incidents to the Assistant Front Office Manager / Front Office Manager.
Assist in preparing daily reports, shift handover notes, and operational checklists.
Support implementation of guest experience initiatives and service improvement programs.
Service Quality & Standards
Maintain lobby cleanliness, ambiance, and readiness at all times.
Monitor service delivery to ensure adherence to TUI BLUE brand standards.
Systems & Administrative Tasks
Oversee cashiering procedures and ensure compliance with financial policies.
Ensure accuracy of PMS entries including billing, room allocations, and guest information.

Qualifications & Requirements:
• Good command of English (written and spoken).
• 2–3 years of Front Office or Guest Relations, preferably in a supervisory role (4–5 star preferred).
• Strong communication and interpersonal skills.
• High integrity, responsibility, and strong customer focus.
• Organized, detail- oriented, and able to multitask under pressure.
• Proficient in PMS systems (Opera preferred) and MS Office.
• Professional, service- driven mindset aligned with TUI BLUE standards.
• Strong problem- solving skills and ability to handle challenging guest situations.
• Degree in Hospitality/Tourism/Business or related fields.

Competitive salary & management benefits
Support service charge allowance during pre- opening
Annual leave & performance bonus
Full Salary during probation
2 days off per week
Insurance & housing/transport allowance (if applicable)
Career growth within the brand
Social Insurance on full salary

Cập nhật gần nhất lúc: 2026-01-11 08:50:02