Guest Relations / Operations

POSITION PURPOSE

The Guest Relations Supervisor is responsible for overseeing the daily operations of the Guest Relations team and ensuring that service, payment, communication and operational standards are consistently maintained.

The role supports the Operations Manager by supervising Guest Relations Executives, handling guest escalations, monitoring shift performance, coordinating with other departments and ensuring that operational matters are properly followed through.

When the Operations Manager is not on duty, the Guest Relations Supervisor is expected to exercise sound judgement, take ownership of Guest Relations operations and coordinate closely with the relevant departmental supervisors and support teams where necessary.

1. Guest Relations Operations

● Supervise the daily activities of Guest Relations Executives.

● Ensure smooth arrivals, departures and guest movements.

● Monitor guest requests, complaints and outstanding follow-ups.

● Ensure proper shift handovers are completed.

● Maintain awareness of occupancy, arrivals, departures and room readiness.

● Ensure Guest Relations checklists and operational procedures are followed.

2. Guest Experience & Escalation

● Handle guest complaints and service recovery matters within authorised limits.

● Support Guest Relations Executives with difficult or sensitive guest situations.

● Ensure guest concerns are properly documented and followed through.

● Coordinate room changes or alternative arrangements where necessary.

● Escalate serious or unresolved matters to the Operations Manager.

3. Payments & Financial Procedures

● Monitor outstanding guest payments and deposits.

● Ensure pre-authorisations and payment procedures are properly completed.

● Review payment-related documentation and EDC settlements where required.

● Follow up on declined, incomplete or outstanding transactions.

● Ensure discrepancies are reported and escalated appropriately.

● Coordinate with Finance where necessary.

4. Staff Supervision & Training

● Guide, coach and support Guest Relations Executives.

● Assist with onboarding and training of new team members.

● Conduct refresher training where required.

● Ensure staff understand and comply with approved SOPs.

● Monitor service standards, grooming, punctuality and workplace conduct.

● Identify recurring mistakes and provide corrective coaching.

● Highlight performance or disciplinary concerns to the Operations Manager.

5. Inventory & Administrative Control

● Ensure Guest Relations inventory and controlled items are properly tracked.

● Monitor access cards, keys, guest-use items and operational supplies.

● Ensure inventory movements are accurately recorded.

● Conduct or assist with periodic inventory checks.

● Report shortages, damaged or missing items.

● Ensure operational records and documentation are properly maintained.

6. Cross-Department Coordination

● Coordinate closely with Finance, Sales, Projects, Maintenance and Security on matters affecting Guest Relations and property operations.

● Liaise with Finance on guest payments, deposits, refunds, billing discrepancies and supporting documentation.

● Coordinate with Sales on reservations, special arrangements, long-stay requirements and guest-related commitments.

● Work with Projects on ongoing works, installations, defects or improvement works that may impact guests.

● Coordinate with Maintenance on room defects, rectification works, access arrangements and urgent technical issues.

● Liaise with Security on guest safety, access control, incidents and security-related matters.

● Work closely with the Housekeeping Supervisor on room readiness, cleaning priorities and guest requests.

● Ensure interdepartmental matters are properly communicated, followed up and closed.

7. Duty & Incident Support

● Conduct property rounds where required.

● Monitor operational issues during the shift.

● Take initial action during guest incidents or operational disruptions.

● Coordinate with the relevant departments where necessary.

● Ensure incidents are documented correctly.

● Inform the Operations Manager promptly of serious incidents or matters requiring management attention.

AUTHORITY & ESCALATION

The Guest Relations Supervisor may make reasonable day-to-day decisions relating to Guest Relations operations, guest handling and shift management within established SOPs and authorised limits.

Significant refunds, major payment discrepancies, serious incidents, disciplinary matters, employment decisions or matters involving major operational or reputational risk must be escalated to the Operations Manager.

IDEAL CANDIDATE & REQUIREMENTS

● Hospitality experience is strongly preferred.

● Experience in Guest Relations, Front Office, serviced apartments, hotels or related hospitality operations would be advantageous.

● Prior Senior Guest Relations Executive or supervisory experience is preferred.

● Experience handling guest complaints, payments and operational matters.

● Good communication, administrative and organisational skills.

● Strong attention to detail and follow-up.

● Comfortable supervising and guiding a small team.

● Able to work independently and remain calm under pressure.

● Able to work on a rotating shift basis, including weekends and Public Holidays, based on operational requirements.

● Knowledge of MEWS PMS would be advantageous.