Supervisor

Job Description

Guest Experience

Responsibilities

• Guest Service & Satisfaction
• Welcome and assist guests, ensuring a positive and memorable stay
• Handle guest complaints, feedback, and requests promptly.
• Monitor VIP/regular guest preferences and ensure personalized service.
• Team Supervision & Training
• Oversee daily activities of front office, housekeeping, or F&B teams.
• Train, coach, and mentor junior staff to maintain service standards.
• Organize staff schedules and manage shift handovers.
• Operational Oversight
• Ensure smooth daily hotel operations in assigned department(s).
• Check cleanliness of rooms, public areas, and facilities.
• Monitor service quality, safety, and adherence to brand standards.
• Administration & Reporting
• Maintain accurate records (shift reports, guest logs, cash handling).
• Reconcile transactions and submit end-of-shift reports.
• Track inventory and request replenishment of supplies when needed.
• Communication & Coordination
• Act as a link between management and staff.
• Coordinate with departments (housekeeping, maintenance, F&B, security) for guest needs.
• Conduct or participate in daily briefings and meetings.
• Problem-Solving & Decision Making
• Respond quickly to emergencies or guest issues.
• Ensure guest complaints are resolved effectively and diplomatically.
• Support management in implementing new policies or procedures.
• Health, Safety & Compliance
• Ensure staff follow hygiene, sanitation, and safety guidelines.
• Enforce hotel policies, fire safety, and emergency procedures.
• Maintain compliance with local hospitality regulations.

Requirements

• Education & Qualifications
• Bachelor’s degree / Diploma in Hospitality Management, Business Administration, or related field.
• Professional training in hotel management or customer service is an added advantage.
• Work Experience
• Minimum of 3–5 years experience in hospitality, with at least 1–2 years in a supervisory role.
• Previous experience in front office, food & beverage, or housekeeping operations is preferred.
• Skills & Competencies
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills (both verbal & written).
• Good problem-solving and decision-making ability under pressure.
• Proficiency in hotel software (e.g., Opera, PMS, MS Office).
• Ability to train, motivate, and evaluate staff performance.
• Personal Attributes
• High level of professionalism and integrity.
• Strong attention to detail and organizational skills.
• Customer-focused, with a passion for hospitality.
• Flexibility to work shifts, weekends, and holidays.

Benefits