FO - Guest Service Supervisor

As the Guest Service Supervisor, you will be responsible for performing the following tasks to the highest standards:
Guest Services Coordination & Shift Operations
- Coordinate Guest Services activities during assigned shifts, ensuring consistent service standards and effective front desk coverage.
- Review daily arrivals, departures, VIPs, groups, room status, and special requests; identify and communicate priorities.
- Support check-in and check-out processes, including accurate guest information, room assignment coordination, and billing checks.
- Coordinate VIP and group arrival preparations with Reservations, Housekeeping, and other relevant teams.
- Assist with guest arrivals and departures during peak periods and provide hands-on support when needed.
- Monitor pending guest requests, messages, and service arrangements to ensure timely follow-up.
Guest Experience & Issue Resolution
- Welcome and assist guests professionally, responding promptly and courteously to enquiries and service needs.
- Receive and follow up on guest requests and complaints, coordinating with relevant departments through resolution.
- Escalate serious, sensitive, or unresolved cases to the Duty Manager or appropriate manager without delay.
- Record guest feedback, actions taken, pending items, and follow-up outcomes in the applicable log or system.
Service Quality & Operational Control
- Monitor front desk presentation, service readiness, guest-facing areas, and adherence to applicable procedures during the shift.
- Check accuracy of guest records, cashiering transactions, and handover information within assigned responsibilities.
Team Supervision & Coaching
- Assign and coordinate daily tasks among Guest Services Associates according to operational demand and staffing.
- Coach new and existing Associates on guest interaction, resort information, service standards, and daily procedures.
- Share operational updates and participate in required briefings and training activities.
- Observe service performance, provide practical feedback, and report recurring training or conduct issues to management.
Cross-Department Coordination
- Work closely with Housekeeping, Reservations, Engineering, Security, Food & Beverage, and other teams to resolve guest needs and maintain service continuity.
Guest Feedback & Continuous Improvement
- Encourage genuine guest feedback, identify recurring service concerns, and suggest practical improvements to the Duty Manager.
- Follow up on guest satisfaction after service requests or complaint resolution and document outstanding concerns.
Reporting & Handover
- Prepare clear shift handovers covering VIPs, arrivals and departures, room readiness, guest complaints, unresolved requests, and priority actions.
- Monitor outstanding maintenance or room-related issues with the responsible department and update guests on progress.
- Complete assigned shift reports and operational records accurately and on time.
- Carry out duties in line with applicable resort procedures, service standards, and instructions from management.
- Maintain effective working relationships and support teamwork across departments.
- Demonstrate professionalism, discretion, and respect for guest privacy and property.
- Assist with special service arrangements and operational assignments within the scope of the position.
- Perform other reasonable duties assigned by the reporting manager.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.