Introduction
We are a leading hospitality organization committed to delivering unforgettable experiences to our guests. To further elevate our service standards, we are seeking a dynamic Supervisor Customer Service who will lead a dedicated front‑office team, ensure seamless guest interactions, and uphold our reputation for excellence. This full‑time position operates from Monday to Saturday, 08:00 – 17:00, and offers a vibrant work environment where professional growth is encouraged.
Responsibilities
- Supervise daily front‑office and customer service operations, ensuring all guest requests are handled promptly and courteously.
- Coordinate scheduling, task allocation, and performance monitoring for a team of customer service representatives.
- Develop and implement service standards, SOPs, and quality‑control measures to maintain consistent guest satisfaction.
- Handle escalated guest complaints, conduct root‑cause analyses, and devise corrective action plans.
- Collaborate with housekeeping, food‑and‑beverage, and security departments to synchronize service delivery across the property.
- Prepare daily, weekly, and monthly operational reports for senior management, highlighting key performance indicators such as response time, resolution rate, and guest satisfaction scores.
- Conduct regular training sessions and coaching workshops to enhance team communication, problem‑solving, and language proficiency.
- Monitor inventory of front‑desk supplies, manage budgeting for service‑related expenses, and propose cost‑effective improvements.
- Stay updated on industry trends, competitor offerings, and emerging technologies to recommend innovative service enhancements.
- Maintain a clean, organized, and welcoming front‑office environment that reflects the brand’s premium image.
Requirements
- Minimum education: D3/S1, preferably in Hospitality Management, Business Administration, or a related field.
- At least 2–3 years of hands‑on experience in customer service or front‑office roles within the hotel or tourism sector.
- Demonstrated ability to lead, motivate, and develop a diverse team of service professionals.
- Strong communication skills, both written and verbal, with fluency in English; additional language abilities are a plus.
- Excellent interpersonal skills, a keen eye for detail, and a proactive problem‑solving mindset.
- Professional demeanor, high level of integrity, and a genuine passion for guest satisfaction.
- Proficiency with property management systems (PMS), CRM tools, and Microsoft Office suite.
- Flexibility to work weekends and occasional holidays as required by operational needs.
Benefits
- Competitive salary package with performance‑based bonuses.
- Comprehensive health, dental, and vision insurance for employee and eligible dependents.
- Paid annual leave, sick leave, and statutory holidays.
- Professional development allowance for certifications, workshops, and industry conferences.
- Employee discount on hotel accommodations, dining, and spa services.
- Retirement savings plan with company matching contributions.
- Transportation allowance or parking facility for on‑site staff.
- Positive, inclusive workplace culture that values diversity and teamwork.
About Company
Our organization operates a portfolio of upscale hotels and resorts across key destinations, recognized for its commitment to hospitality innovation and sustainable practices. With a legacy spanning over two decades, we combine world‑class amenities with locally inspired experiences, attracting both leisure travelers and corporate guests. We pride ourselves on investing in our people, fostering a collaborative environment where talent is nurtured and career pathways are clearly defined. Joining our team means becoming part of a forward‑thinking brand that celebrates excellence, creativity, and a shared passion for delivering moments that matter.
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