Guest Relations Supervisor

About the role

The Guest Relations Supervisor ensures that every guest experience is seamless from pre‑arrival to post‑stay. Working closely with multiple hotel departments, this role monitors guest requests, resolves issues promptly, and enhances overall satisfaction.

Key responsibilities

• Make pre‑arrival, mid‑stay and post‑stay calls to verify guest needs are met.
• Compile and distribute anticipated service and amenity lists to relevant departments.
• Coordinate with Bell, Front Desk, Housekeeping, Engineering, Security and other teams to resolve guest requests or problems.
• Prioritise and follow up on outstanding requests from the previous day.
• Conduct daily “Guest Contacts” to gauge satisfaction, record comments, suggestions and complaints.
• Distribute guest questionnaires, analyse results, translate into English and share with department managers.
• Identify special guest occasions (birthdays, anniversaries) and organise related services with appropriate departments.
• Follow VIP procedures, greet VIP guests and ensure a memorable farewell.
• Guide agency representatives and potential guests on site tours.
• Prepare and distribute activity announcements to guest rooms.
• Manage lost‑and‑found items and arrange delivery or mailing to guests.
• Respond to guest inquiries, health concerns and coordinate medical assistance when needed.

Required profile

• Excellent communication and listening skills.
• Strong attention to detail and ability to document guest feedback accurately.
• Proactive problem‑solving attitude with a guest‑centric mindset.
• Ability to work collaboratively across multiple hotel departments.
• Flexibility to handle VIP protocols and special event coordination.

Required skills

• Proficiency in English (both spoken and written).