Guest Relation - Supervisor

About the role

Supervise and coordinate the GRO team to ensure excellent guest service. Handle guest complaints professionally and ensure guest satisfaction. Maintain strong relationships with VIP and regular guests. Monitor team performance and ensure compliance with company SOPs. Coordinate with other departments to ensure smooth daily operations. Prepare daily reports and follow up on guest feedback.

Key responsibilities

• Supervise and coordinate the GRO team to ensure excellent guest service

• Handle guest complaints professionally and ensure guest satisfaction

• Maintain strong relationships with VIP and regular guests

• Monitor team performance and ensure compliance with company SOPs

• Coordinate with other departments to ensure smooth daily operations

• Prepare daily reports and follow up on guest feedback

About you

• Minimum Bachelor's Degree (S1) in Hospitality, Hotel Management, or a related field

• Previous experience in Guest Relations or Front Office; supervisory experience is preferred

• Excellent communication, leadership, and problem-solving skills

• Fluent in English, with strong verbal and written communication skills

• Professional appearance, positive attitude, and strong customer service orientation

• Able to work under pressure and in a shift-based environment