Guest Service Supervisor

At Villa Haven, understated luxury intertwines seamlessly with its pristine surroundings, fostering an ambiance of serenity and tranquility. Designed as a haven for those yearning to reconnect with nature, the resort blurs the boundaries between indoor and outdoor spaces, providing a holistic retreat for guests seeking rejuvenation.

As the Guest Service Supervisor at Villa Haven, you will play a pivotal role in ensuring seamless guest experiences and maintaining high service standards. You will supervise and support the Guest Service team in delivering exceptional service and efficiently managing guest interactions, reservations, and inquiries. Your leadership will be crucial in upholding resort protocols, coordinating operations, and fostering a positive work environment.

Key Responsibilities:

• Supervise and mentor Guest Service Agents to ensure warm guest interactions and accurate information delivery.
• Oversee check-in, check-out procedures, and reservation accuracy to streamline guest experiences.
• Assist with handling incoming calls, emails, and guest requests promptly and professionally.
• Coordinate group arrivals, departures, and check-ins to maintain efficiency and guest satisfaction.
• Monitor and uphold guest service standards, ensuring consistency and exceeding guest expectations.
• Conduct team meetings and training sessions to inspire and support team members for service excellence.
• Collaborate with other departments to coordinate guest requests and resolve issues effectively.
• Maintain a tidy and welcoming reception area, ensuring cleanliness and organization at all times.

• Previous experience in a supervisory role within hospitality, preferably in a luxury resort setting.
• Strong leadership skills with the ability to motivate and mentor a diverse team.
• Excellent communication and interpersonal skills, with a customer-focused mindset.
• Proficiency in OPERA or other hotel management software and administrative tasks.
• Ability to handle guest complaints and resolve conflicts with professionalism.
• Fluency in English; additional languages are a plus.