Guest Relations Supervisor
Core
Operational right hand to the Guest Relations Manager, orchestrating luxury standards and supervising the team to deliver highly personalized, memorable experiences for guests and VIPs.
Role type
Guest Relations Supervisor (Luxury Hospitality)
Builds
Refined guest journeys and VIP experiences for Sofitel properties
Domain
Luxury Hospitality / Hotel Management
Deliverable
client delivery
Required skills
SOP creation, Opera PMS configuration, team coaching and training, VIP room allocation coordination, high-end guest relations, crisis management, luxury culture embodiment
Preferred skills
Pre-opening experience, 5-star hotel background
Technologies
Opera PMS
Responsibilities
Participate in deploying luxury standards and writing local SOPs; Configure PMS to optimize guest preference capture; Integrate, coach, and train Guest Relations Agents; Supervise VIP room allocation and coordinate with Housekeeping and F&B for personalized touches; Maintain a charismatic presence in the lobby to personally welcome high-value clients and resolve complex situations diplomatically.
Seniority
Mid-level, hands-on supervisor