Guest Relation Supervisor
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Key skills for this role
About the Role
Lead guest experience by delivering personalized service, supervising team operations, and ensuring VIP handling while maintaining operational excellence and brand standards.
Key Skills for This Role
Responsibilities
- Lead by example in delivering refined, anticipatory, and personalized service to all guests
- Ensure consistent recognition of VIPs, repeat guests, and special occasions throughout the guest journey
- Act as the primary escalation point for guest concerns, ensuring swift, elegant, and effective resolution
- Supervise daily operations of the Guest Relations Hosts, ensuring staffing coverage and service standards are maintained
- Coach, mentor, and motivate team members to uphold Raffles service culture and etiquette standards
- Oversee VIP arrival, in house, and departure arrangements, ensuring all preferences and amenities are delivered accurately
- Coordinate closely with Concierge, Butler Service, Housekeeping, and Food & Beverage to execute bespoke guest experiences
- Ensure accurate documentation of guest preferences, feedback, and service recovery actions in the hotel systems
- Participate in daily briefings, handovers, and service meetings to align guest priorities
- Uphold and enforce Raffles grooming, etiquette, and communication standards at all times
Requirements
- Minimum 3 5 years of experience in Guest Relations, Front Office, or Guest Experience roles within a luxury or five star hotel environment
- Previous supervisory or team leading experience is required
- Degree or diploma in Hospitality Management or related field preferred
- Experience with property management systems (Opera or equivalent) is an advantage
- Strong leadership and coaching abilities
- Exceptional interpersonal and communication skills
- High emotional intelligence and cultural awareness
- Proven service recovery and problem solving expertise
- Strong organizational skills and attention to detail
- Proficiency in Microsoft Office and hotel systems
- Fluency in English required; additional languages are highly desirable
- Flexibility to work shifts, including weekends and holidays
Full Job Posting
Key Responsibilities
- Guest Experience Leadership: Lead by example in delivering refined, anticipatory, and personalized service to all guests.
- Ensure consistent recognition of VIPs, repeat guests, and special occasions throughout the guest journey.
- Act as the primary escalation point for guest concerns, ensuring swift, elegant, and effective resolution.
- Conduct service recovery with empathy, discretion, and authority to restore guest confidence and loyalty.
Team Supervision & Coaching
- Supervise daily operations of the Guest Relations Hosts, ensuring staffing coverage and service standards are maintained.
- Coach, mentor, and motivate team members to uphold Raffles service culture and etiquette standards.
- Provide on the job training, performance feedback, and support to develop service excellence.
- Assist in conducting performance evaluations and identifying training needs.
VIP & Special Handling
- Oversee VIP arrival, in house, and departure arrangements, ensuring all preferences and amenities are delivered accurately.
- Coordinate closely with Concierge, Butler Service, Housekeeping, and Food & Beverage to execute bespoke guest experiences.
- Maintain strong relationships with internal stakeholders to ensure seamless service delivery.
Operational Excellence
- Ensure accurate documentation of guest preferences, feedback, and service recovery actions in the hotel systems.
- Participate in daily briefings, handovers, and service meetings to align guest priorities.
- Support Front Office leadership with reports related to guest satisfaction, feedback trends, and service recovery.
Standards, Brand & Compliance
- Uphold and enforce Raffles grooming, etiquette, and communication standards at all times.
- Act as a guardian of the Raffles brand, heritage, and service philosophy.
- Ensure confidentiality, discretion, and compliance with hotel policies, safety, and security procedures.
Qualifications & Experience
- Minimum 3 5 years of experience in Guest Relations, Front Office, or Guest Experience roles within a luxury or five star hotel environment.
- Previous supervisory or team leading experience is required.
- Degree or diploma in Hospitality Management or related field preferred.
- Experience with property management systems (Opera or equivalent) is an advantage.
Skills & Competencies
- Strong leadership and coaching abilities.
- Exceptional interpersonal and communication skills.
- High emotional intelligence and cultural awareness.
- Proven service recovery and problem solving expertise.
- Strong organizational skills and attention to detail.
- Proficiency in Microsoft Office and hotel systems.
- Fluency in English required; additional languages are highly desirable.
Personal Attributes
- Polished, confident, and professional presence.
- Calm, decisive, and gracious under pressure.
- Passionate about luxury hospitality and guest satisfaction.
- Flexible to work shifts, including weekends and holidays.
- Trustworthy, discreet, and service oriented.
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