Guest Relations & Coordination Supervisor

Job Summary

The Guest Operations Supervisor ensures seamless, compliant, and data-driven guest experiences from booking confirmation through departure. This role leads and oversees four key frontline teams—Guest Relations Officers (GROs), GRO & Housekeeping Coordinators, Guest Relations Admins, and Keys/Cards Admins—guaranteeing smooth arrivals, high-quality stays, and adherence to all regulatory and brand standards.

Key Responsibilities

1. Guest Relations Officers (Team Size: 12)

• Lead end-to-end team management, including recruitment, onboarding, and training.

• Maintain and update the master GRO checklist, conducting quarterly training refreshers.

• Monitor real-time task completion via PMS and Breezeway; intervene on missed SLAs and escalated guest concerns.

• Conduct monthly shadowing sessions and quality audits; assess GRO performance in punctuality, appearance, communication, and task accuracy.

2. GRO & Housekeeping Coordinators (Team Size: 3)

• Create daily rosters for GROs and housekeeping, optimizing for efficiency and minimizing scheduling conflicts.

• Validate that property status updates in PMS accurately reflect real-time field conditions; ensure same-day rectification.

• Forecast staffing needs 90 days in advance based on demand trends; propose resourcing or process changes accordingly.

• Serve as the central liaison for schedule changes requested by Finance, Revenue, or Property Care teams.

3. Guest Relations Admins (Team Size: 5)

• Ensure timely collection of guest documents, arrival times, and security deposits ≥ 48 hours before check-in.

• Complete DTCM registration and deregistration within 8 hours of guest check-in/out, maintaining 100% compliance.

• Submit and track community registration documentation within SLA; escalate unresolved issues promptly.

• Digitally file all guest documents; tag any compliance exceptions for further review (e.g., PEP or sanctioned entity matches).

4. Keys & Access Cards Admins (Team Size: 2)

• Manage creation, labeling, and logging of all keys, cards, and smart-lock credentials; maintain recovery rate >98%.

• Reconcile physical and digital key inventories weekly; flag discrepancies to Finance for deposit actions.

• Authorize lost-key charges up to AED 500; escalate higher-value issues per policy.

Process Improvement & Compliance Oversight

• Maintain the live SOP repository across guest operations (arrival, departure, DTCM, AML/KYC, etc.); update within 5 business days of any change.

• Lead monthly cross-functional risk reviews; track issues, fines, or complaints; maintain action logs and follow up to closure.

• Support automation and digital transformation initiatives, measuring impact on efficiency and compliance.

Reporting & Analytics

• Produce and circulate a weekly Guest Operations Scorecard, covering metrics such as CSAT, SLA adherence, documentation compliance, and keyhandling errors.

• Present quarterly performance deep-dives to senior management, including trend analysis and efficiency ratios.

• Maintain an up-to-date compliance risk register with identified risks and mitigation strategies; review bi-weekly with the Guest Support Center Manager.

Qualifications & Experience

• Bachelor’s degree in Hospitality, Business Administration, or related field.

• 5+ years of experience in guest operations or front-office roles, with at least 2 years in a supervisory capacity.

• Strong knowledge of property management systems (e.g., PMS, Breezeway), DTCM regulations, and compliance procedures.

• Proven leadership skills and ability to manage cross-functional teams.

• Excellent organizational, communication, and analytical skills.

Key Competencies

• Attention to detail and process orientation

• Crisis and escalation management

• Cross-team coordination

• Data-driven decision-making

• Regulatory compliance awareness

• Tech-savviness with hospitality systems