Supervisor - Guest Service

Job Purpose

To manage and coordinate guest service operations throughout ADRENA to ensure an exceptional and memorable experience for all visitors. This role oversees guest service staff, ensures adherence to service standards, addresses guest needs and complaints, and works closely with other departments to ensure seamless and safe visitor flow. The Supervisor plays a key role in enhancing guest satisfaction, staff training, and operational efficiency at all service points.

Job Responsibilities

• Oversee guest service attendants and ensure smooth visitor flow.
• Resolve guest complaints and special requests efficiently.
• Implement service standards to ensure positive guest interactions.
• Provide daily operational briefings and task assignments.
• Monitor queue times, signage, and information points.
• Coordinate with operations and security for guest movement.
• Support events and crowd management activities as needed.
• Train new staff and coach existing team members on guest service protocols.
• Maintain cleanliness and presentation of guest service stations.
• Collect visitor feedback and contribute to service improvements.
• Collaborate with marketing and events teams to support guest engagement initiatives.
• Monitor guest service KPIs and contribute to continuous service improvement plans.

Job Requirements

• Academic Qualifications: Bachelor's degree in Hospitality, Tourism, or related field
• Years of Experience: 6 years to relevant experience with at least 1–3 years in guest services or front-of-house supervision.

Other Requirements 

Technical Competencies

• Guest Experience Management: Advanced
• Conflict Resolution: Intermediate
• Communication Skills: Advanced
• Crowd Management: Foundational
• Service Quality Standards: Advanced
• Staff Supervision: Intermediate