Guest Service Supervisor

Guest Service Operations

• Supervise daily Front Desk and Guest Relations activities, ensuring smooth check-in, check-out, and guest service processes.

• Ensure all guest interactions are handled professionally, courteously, and in accordance with TUI BLUE standards.

• Monitor lobby operations, guest flow, and service queues to maintain efficiency.

• Handle VIP arrivals, special arrangements, and guest preferences.

• Address guest complaints promptly, follow up, and ensure complete resolution.

Team Supervision & Training

• Support scheduling, task assignment, and daily briefings for Guest Service team members.

• Provide coaching, on-the-job training, and performance feedback.

• Ensure staff compliance with grooming standards, SOPs, and guest service guidelines.

• Assist in onboarding and training new employees.

Communication & Coordination

• Coordinate with Housekeeping, Engineering, Reservations, Security, and F&B for guest requests and room readiness.

• Communicate special requests, operational updates, and guest feedback to relevant departments.

• Report issues, service gaps, or unusual incidents to the Assistant Front Office Manager / Front Office Manager.

Systems & Administrative Tasks

Ensure accuracy of PMS entries including billing, room allocations, and guest information.

Oversee cashiering procedures and ensure compliance with financial policies.

Assist in preparing daily reports, shift handover notes, and operational checklists.

Service Quality & Standards

Monitor service delivery to ensure adherence to TUI BLUE brand standards.

Support implementation of guest experience initiatives and service improvement programs.

Maintain lobby cleanliness, ambiance, and readiness at all times.

• Support service charge allowance during pre-opening
• Competitive salary & management benefits
• 2 days off per week
• Full Salary during probation
• Insurance & housing/transport allowance (if applicable)
• Annual leave & performance bonus
• Career growth within the brand
• Social Insurance on full salary

Qualifications & Requirements:

• Degree in Hospitality/Tourism/Business or related fields.

• 2–3 years of Front Office or Guest Relations, preferably in a supervisory role (4–5 star preferred).

• Strong communication and interpersonal skills.

• Good command of English (written and spoken).

• Proficient in PMS systems (Opera preferred) and MS Office.

• Strong problem-solving skills and ability to handle challenging guest situations.

• Organized, detail-oriented, and able to multitask under pressure.

• Professional, service-driven mindset aligned with TUI BLUE standards.

• High integrity, responsibility, and strong customer focus.