Guest Relations Supervisor

What is the job?

The Guest Relations Supervisor supports the delivery of exceptional guest experiences by supervising day-to-day Guest Relations operations.

This role ensures personalized service, effective handling of guest feedback, and consistent adherence to brand standards while supporting the Guest Relations team in building strong guest relationships.

Your day to day

People

•Supervise day-to-day staffing and task allocation for the Guest Relations team during assigned shifts

•Provide on-the-job coaching, guidance, and support to team members

•Assist in training new colleagues on service standards, guest engagement, systems, and security

•Monitor team performance and provide regular feedback

•Ensure compliance with company policies, labour laws, and safety regulations

Guest Experience

•Personally welcome VIPs, repeat guests, and special-status guests

•Proactively engage with guests to understand needs and preferences

•Handle guest concerns and service recovery effectively, escalating complex issues when required

•Monitor guest feedback and assist in implementing service improvement actions

•Ensure consistent, warm, and professional guest interactions across all touchpoints

Operational Responsibilities

•Coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless guest experiences

•Maintain accurate guest profiles, preferences, and follow-up records

•Support Front Office operations during peak periods as required

•Conduct routine inspections of public areas and guest floors

•Ensure guest information is handled confidentially

Responsible Business
•Ensure compliance with guest privacy, data protection, and security standards
•Support emergency preparedness and act as shift supervisor when required
•Ensure all guest interactions reflect brand and service standards
•Perform other duties as assigned to support hotel operations

Accountability
This role is responsible for supervising Guest Relations activities during assigned shifts and supporting guest satisfaction initiatives.

The Guest Relations Supervisor works closely with the Guest Relations Manager and Front Office leadership.