Guest service supervisor
Skills
About This Role
Overview
Founded in 1933 in Portugal, Tivoli Hotels & Resorts has built and maintained a distinct charismatic character and elegant personality in all its properties.
From cosmopolitan hideaways to seaside paradises and a growing global portfolio, Tivoli curates exceptional services and experiences for its cherished guests..
Job Description
The Guest Service Supervisor oversees daily guest service operations to ensure guests receive professional, efficient, and friendly service.
This role supervises front desk or guest relations staff, handles guest concerns, supports operational procedures, and helps maintain high customer satisfaction standards.
Key Responsibilities
- Supervise and support guest service/front office staff during shifts
- Ensure smooth check-in and check-out processes
- Handle guest inquiries, complaints, and special requests professionally
- Monitor service quality and ensure company standards are maintained
- Train, coach, and mentor team members
- Prepare shift schedules and assign duties
- Coordinate with housekeeping, maintenance, and other departments
- Ensure accurate billing, reservations, and cash handling procedures
- Monitor lobby appearance and guest areas
- Assist with VIP guest arrangements and escalations
- Maintain records, reports, and operational logs
- Ensure compliance with health, safety, and company policies
Required Qualifications
- Diploma or Bachelor’s degree in Hospitality Management or related field
- 2–5 years of experience in hospitality or customer service
- Previous supervisory experience preferred
- Strong communication and interpersonal skills
- Problem-solving and conflict-resolution abilities
- Proficiency in hotel management systems (Opera, Fidelio, etc.)
- Ability to work shifts, weekends, and holidays
- Good organizational and multitasking skills
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