Guest Relation Supervisor

Guest Relations Supervisor is responsible for leading the Guest Relations team, ensuring all guests, especially VIPs and long-stay residents, receive highly personalized and proactive service. This role focuses on anticipating needs, managing guest feedback, and driving overall guest satisfaction and loyalty.

Responsibilities

1. Team Supervision:

   Supervise, train, and mentor Guest Relations Associates and Concierge staff, ensuring all service standards and communication protocols are consistently met.

2. VIP & Loyalty Management:

   Oversee the handling of all

   VIPs, loyalty members, and special attention guests

   from pre-arrival planning through personalized check-out, ensuring all preferences are executed flawlessly.

3. Conflict Resolution:

   Serve as the second-tier responder for all

   guest complaints and complex service issues

   , resolving matters swiftly and professionally to ensure service recovery and mitigate negative feedback.

4. Communication & Liaison:

   Maintain proactive communication with the Front Office, Housekeeping, and F&B teams to coordinate special requests and ensure seamless service delivery across departments.

5. Feedback Management:

   Manage the hotel's guest feedback channels (surveys, social media comments), analyzing data and generating reports to identify trends and recommend service improvements.

6. Administrative Support:

   Assist with duty roster preparation, shift reports, and managing the allocation of complimentary amenities and guest recognition programs.