Guest Service Supervisor
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Key skills for this role
About the Role
Plaza Premium Group seeks a Guest Service Supervisor to oversee daily lounge operations at Jeddah airport. The role involves supervising guest check-in, handling enquiries, coordinating with teams, and ensuring service excellence.
Key Skills for This Role
Responsibilities
- Supervise guest check in and admission procedures in accordance with company policies and lounge access guidelines
- Greet, receive, and bid farewell to guests in a professional and courteous manner
- Handle guest enquiries, feedback, and complaints, ensuring prompt resolution and service recovery
- Support and guide Guest Service Officers in daily operations and customer interactions
- Monitor lounge areas to ensure cleanliness, comfort, and readiness at all times
- Coordinate with housekeeping, maintenance, and kitchen teams to address operational or service issues
- Oversee cash handling, billing, and accurate record keeping in accordance with company procedures
- Ensure proper handling and documentation of lost and found items
- Monitor adherence to service standards, grooming, and conduct of guest service staff
- Assist in staff scheduling, attendance monitoring, and shift handovers
- Support training and on the job coaching for new and existing guest service staff
- Prepare basic operational reports and escalate issues to management when required
Requirements
- Diploma or Bachelor's degree in Hospitality Management, Business Administration, or related field preferred
- Minimum 3 5 years relevant experience in guest service, hospitality, or airport lounge operations with supervisory exposure
- Strong customer service orientation with good problem solving skills
- Ability to lead, motivate, and support service teams in a fast paced environment
- Good knowledge of service standards and guest handling procedures
- Ability to handle cash transactions and maintain accurate records
- Excellent command of spoken and written English; Arabic language skills mandatory
- Ability to work flexible shifts including weekends and public holidays
- Professional appearance, positive attitude, and strong interpersonal skills
Full Job Posting
Job Overview
- Supervise and coordinate daily guest service operations within airport lounges to ensure a high level of service excellence.
- Support lounge management in maintaining service standards, guest satisfaction, and operational efficiency.
- Ensure compliance with company procedures, admission policies, and Saudi regulatory requirements.
Job Responsibilities
- Supervise guest check in and admission procedures in accordance with company policies and lounge access guidelines.
- Greet, receive, and bid farewell to guests in a professional and courteous manner.
- Handle guest enquiries, feedback, and complaints, ensuring prompt resolution and service recovery.
- Support and guide Guest Service Officers in daily operations and customer interactions.
- Monitor lounge areas to ensure cleanliness, comfort, and readiness at all times.
- Coordinate with housekeeping, maintenance, and kitchen teams to address operational or service issues.
- Oversee cash handling, billing, and accurate record keeping in accordance with company procedures.
- Ensure proper handling and documentation of lost and found items.
- Monitor adherence to service standards, grooming, and conduct of guest service staff.
- Assist in staff scheduling, attendance monitoring, and shift handovers.
- Support training and on the job coaching for new and existing guest service staff.
- Prepare basic operational reports and escalate issues to management when required.
Job Requirements
- Diploma or Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred.
- Minimum 3–5 years of relevant experience in guest service, hospitality, or airport lounge operations, with supervisory exposure.
- Strong customer service orientation with good problem solving skills.
- Ability to lead, motivate, and support service teams in a fast paced environment.
- Good knowledge of service standards and guest handling procedures.
- Ability to handle cash transactions and maintain accurate records.
- Excellent command of spoken and written English; Arabic language skills are mandatory.
- Ability to work flexible shifts including weekends and public holidays.
- Professional appearance, positive attitude, and strong interpersonal skills.
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