FO - Guest Service Supervisor

As the Guest Service Supervisor, you will be responsible for performing the following tasks to the highest standards:

Guest Services Coordination & Shift Operations

- Coordinate Guest Services activities during assigned shifts, ensuring consistent service standards and effective front desk coverage.

- Review daily arrivals, departures, VIPs, groups, room status, and special requests; identify and communicate priorities.

- Support check-in and check-out processes, including accurate guest information, room assignment coordination, and billing checks.

- Coordinate VIP and group arrival preparations with Reservations, Housekeeping, and other relevant teams.

- Assist with guest arrivals and departures during peak periods and provide hands-on support when needed.

- Monitor pending guest requests, messages, and service arrangements to ensure timely follow-up.

Guest Experience & Issue Resolution

- Welcome and assist guests professionally, responding promptly and courteously to enquiries and service needs.

- Receive and follow up on guest requests and complaints, coordinating with relevant departments through resolution.

- Escalate serious, sensitive, or unresolved cases to the Duty Manager or appropriate manager without delay.

- Record guest feedback, actions taken, pending items, and follow-up outcomes in the applicable log or system.

Service Quality & Operational Control

- Monitor front desk presentation, service readiness, guest-facing areas, and adherence to applicable procedures during the shift.

- Check accuracy of guest records, cashiering transactions, and handover information within assigned responsibilities.

Team Supervision & Coaching

- Assign and coordinate daily tasks among Guest Services Associates according to operational demand and staffing.

- Coach new and existing Associates on guest interaction, resort information, service standards, and daily procedures.

- Share operational updates and participate in required briefings and training activities.

- Observe service performance, provide practical feedback, and report recurring training or conduct issues to management.

Cross-Department Coordination

- Work closely with Housekeeping, Reservations, Engineering, Security, Food & Beverage, and other teams to resolve guest needs and maintain service continuity.

Guest Feedback & Continuous Improvement

- Encourage genuine guest feedback, identify recurring service concerns, and suggest practical improvements to the Duty Manager.

- Follow up on guest satisfaction after service requests or complaint resolution and document outstanding concerns.

Reporting & Handover

- Prepare clear shift handovers covering VIPs, arrivals and departures, room readiness, guest complaints, unresolved requests, and priority actions.

- Monitor outstanding maintenance or room-related issues with the responsible department and update guests on progress.

- Complete assigned shift reports and operational records accurately and on time.

- Carry out duties in line with applicable resort procedures, service standards, and instructions from management.

- Maintain effective working relationships and support teamwork across departments.

- Demonstrate professionalism, discretion, and respect for guest privacy and property.

- Assist with special service arrangements and operational assignments within the scope of the position.

- Perform other reasonable duties assigned by the reporting manager.

- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

• Working 5.5 days per week.
• Full salary and service charge provided during the probation period.
• Competitive salary, with staff accommodation or transportation allowance provided.
• Full benefits including insurance, annual leave, and holiday bonuses.
• Relocation support and annual home visit benefits.
• Annual Leave: 12 days of annual leave, with 1 additional day added each year.
• Employee Birthday: one paid day off and birthday gift.

A Guest Service Supervisor serving WorldHotels guests supports service excellence through practical shift coordination, teamwork, and professional guest care. To succeed in this role, the following qualifications and attributes are recommended:

Education:

Diploma or degree in Hospitality Management, Tourism, Business Administration, Languages, or a related field is preferred.

Working experience:

At least 2 years of experience in Front Office or Guest Services; experience as a Senior Guest Service Agent or in a supervisory role is an advantage. Experience in a 4- or 5-star hotel or resort is preferred.

Professional knowledge and skills:

Good understanding of check-in, check-out, guest requests, cashiering controls, and shift handover procedures; experience with hotel PMS (Opera is an advantage).

Able to handle routine guest complaints professionally, coordinate solutions, and escalate matters beyond delegated authority.

Able to organize shift tasks, coach Associates, and work effectively with other resort departments.

Attitude and behaviours:

Guest-focused, proactive, responsible, and calm under pressure.

Professional communication and interpersonal skills.

Collaborative, adaptable, and willing to support colleagues.

Language proficiency:

Good spoken and written English for guest communication; additional languages are an advantage.

Other skills:

Comfortable using standard office applications and preparing accurate operational records.

Flexible to work shifts, weekends, and public holidays according to operational requirements.

Strong attention to detail, follow-through, and practical problem-solving skills.

• Apply now: careers[a còng]worl********************
• Hotline: 0383******
• Address: 152 Tran Hung Dao Street, Cua Lap Duong To Hamlet, Phu Quoc Special Zone, An Giang Province, Vietnam