Personal Concierge / Guest Relations Supervisor

About the role

As a Personal Concierge/Guest Relations Supervisor you will be the face of hospitality, ensuring every guest enjoys a memorable stay. You will lead the front office and guest services teams, manage check‑in and check‑out processes, and resolve guest concerns with a focus on exceptional service.

Key responsibilities

• Oversee daily front office operations, including guest registration, room inventory, and adherence to hotel policies.
• Monitor and improve guest satisfaction by tracking feedback and implementing service enhancements.
• Support revenue initiatives by promoting hotel services and executing up‑selling tactics.
• Provide regular updates and training to keep the team informed about hotel offerings and local attractions.
• Welcome guests, respond to inquiries, and resolve issues promptly to maintain high service standards.
• Manage VIP reservations and ensure seamless, elevated experiences for high‑profile guests.
• Supervise, coach, and develop front office staff, fostering a positive and productive work environment.

Required profile

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team‑management abilities with a guest‑centric mindset.
• Excellent communication and interpersonal skills.
• Effective problem‑solving capabilities and attention to detail, especially under pressure.
• Flexibility to work varied hours, including nights and weekends.

Required skills

• Proficiency with hotel property management systems (PMS).