Guest Service Supervisor at InterContinental Chiang Mai The Mae Ping
About this position
Responsibilities
• Ensure all guest interactions reflect the hotel’s luxury standards, focusing on personalized, warm, and efficient service.
• Act as the first point of escalation for resolving guest concerns, complaints, or special requests, ensuring swift and satisfactory resolutions.
• Monitor and maintain the lobby, reception, and other guest-facing areas to ensure a welcoming and polished atmosphere.
• Ensure team members are consistently delivering InterContinental’s brand promise and creating memorable guest experiences.
• Supervise the Guest Services team, including front desk, concierge, and bell services, ensuring daily tasks are completed to the highest standards.
• Assist in training and onboarding new team members, focusing on luxury service delivery, brand standards, and guest engagement.
• Provide ongoing coaching and performance feedback to team members to foster a culture of excellence and continuous improvement.
• Manage scheduling to ensure adequate staffing levels during peak times and seamless service coverage.
• Oversee daily front office operations, including check-ins, check-outs, room assignments, and handling VIP and group arrivals.
• Monitor billing processes to ensure accuracy and resolve discrepancies or issues promptly.
• Coordinate with other departments, such as Housekeeping, Engineering, and F&B, to ensure a cohesive and exceptional guest experience.
• Assist with implementing and maintaining the IHG Standard protocols, ensuring the health and safety of guests and employees.
• Develop and maintain strong guest relationships, identifying opportunities to exceed expectations and create loyalty.
• Promote IHG Rewards Club membership and encourage guests to participate in loyalty programs.
• Ensure VIP guests and repeat visitors receive personalized attention, including welcome amenities and tailored services.
• Prepare and share daily operations reports, guest feedback, and any issues with the Front Office Manager.
• Ensure seamless communication across shifts, including effective handovers to maintain continuity in guest service.
• Monitor guest feedback on platforms such as guest comment cards, online reviews, and surveys, identifying trends and opportunities for improvement.
Requirements
• Diploma or degree in Hospitality Management or a related field.
• Minimum 2-3 years of experience in front office or guest services roles, preferably in a luxury hotel environment.
• Strong leadership skills with prior experience supervising a team.
• Excellent communication and interpersonal skills, with fluency in English; additional languages are a plus.
• Exceptional problem-solving abilities and a guest-centric mindset.
• Proficiency in hotel management systems (e.g., Opera) and Microsoft Office Suite.
• Ability to handle pressure and maintain professionalism in a fast-paced environment.
• Flexibility to work varied shifts, including weekends and holidays.