GRO Spv

About the Role

The Guest Relations Supervisor acts as a key ambassador of the hotel, combining front desk and concierge responsibilities to deliver a smooth and personalised guest journey. This role is responsible for supervising daily operations, supporting the team where needed, and ensuring efficient check-ins, check-outs, and guest services, while maintaining exceptional service standards at all times.

Key Responsibilities

• Supervise daily front office and concierge operations
• Oversee guest check-in and check-out processes, ensuring efficiency and accuracy
• Assist the team operationally where needed to ensure smooth service delivery
• Anticipate guest needs and provide personalised concierge services and recommendations
• Handle guest enquiries, requests, and complaints professionally and promptly
• Drive guest satisfaction and online review performance
• Identify upselling opportunities and contribute to revenue generation
• Ensure all service standards are consistently delivered in line with Avani brand expectations
• Monitor guest satisfaction and ensure all follow-ups are completed in a timely manner
• Maintain full knowledge of hotel services, facilities, rates, and local attractions
• Conduct daily shift briefings and ensure clear communication within the team
• Support, coach, and guide team members to deliver high performance
• Coordinate with all departments to ensure a seamless guest experience
• Proactively identify opportunities to enhance the overall guest journey

What We’re Looking For

• Minimum of 2–3 years’ experience in Front Office, Concierge, or Guest Relations within a hospitality environment
• Previous supervisory experience will be an advantage
• Strong knowledge of front desk operations, including check-in and check-out procedures
• Excellent communication and interpersonal skills
• Strong guest service orientation with a passion for hospitality
• Ability to multitask and perform effectively in a fast-paced environment
• Strong problem-solving skills and ability to remain calm under pressure
• Good organisational and time management skills
• Familiarity with hotel systems (PMS) and guest service technology
• Knowledge of the local market, attractions, and guest preferences is advantageous

https://jobs.smartrecruiters.com/MinorInternational/744000126677249-guest-relations-supervisor?trid=89334b4a-13c4-4bd2-bbae-d30c41ecede8