Customer Service Supervisor

JOB PURPOSE

We are looking for a Customer Service Supervisor to lead our front-line guest service team. This is a hands-on leadership role. You will be responsible for making sure that every guest receives warm, professional, and efficient service from the moment they arrive until they leave. You will supervise front office staff, handle complex guest issues, and work closely with other departments to maintain high service standards.

KEY RESPONSIBILITIES

1. Supervising the daily activities of the front office and guest service team.
2. Ensuring that all guests are welcomed warmly and their needs are attended to promptly 
3. Handling escalated guest complaints and resolving issues in a calm and professional manner.
4. Monitoring team performance and providing on-the-spot coaching and feedback.
5. Preparing work schedules and ensuring adequate coverage during peak periods.
6. Conducting regular team briefings to communicate updates and service expectations.
7. Ensuring that all guest records and transactions are accurate and properly documented.
8. Coordinating with housekeeping, food and beverage, and other departments to ensure seamless service delivery.
9. Monitoring guest feedback and using it to improve service delivery.
10. Ensuring that all safety and security procedures are followed.
11. Supporting the front office team during busy periods and stepping in when needed.
12. Reporting on team performance, guest satisfaction trends, and operational issues to  management.

Qualifications & Experience

1. A degree in Hospitality Management, Tourism, Business Administration, or a related field is an advantage.
2. At least 4 to 6 years of experience in a front office, reception, or guest service role, preferably in a hotel or similar environment with at least 1 to 2 years in a supervisory position
3. Strong verbal and written communication skills in English and at least one other language (bilingualism is a strict requirement for this role).
4. Proficiency in basic computer applications, including Microsoft Office and email.
5. Familiarity with property management systems or booking software is a plus.
6. A professional appearance and a friendly, approachable demeanor.
7. Ability to work flexible hours, including weekends and public holidays if required.
8. A customer-focused mindset and a genuine interest in helping people.

Key Competencies

1. Strong leadership and people management skills
2. Excellent interpersonal and communication skills.
3. Ability to remain calm and professional under pressure.
4. Good organizational and time management abilities.
5. Problem-solving skills and the ability to think on your feet.
6. Team player with a positive and cooperative attitude.
7. Reliability and punctuality.
8. Flexibility to adapt to changing situations and guest needs.
9. Professional appearance and conduct at all times.