Guest Service Supervisor

We're looking for an enthusiastic and detail-oriented Guest Service Supervisor to join our team in Cairo, Egypt. In this pivotal role, you will oversee daily front-of-house operations and lead our Guest Services team to deliver exceptional experiences at every guest touchpoint. You will be the backbone of our guest-facing operations, providing strategic leadership, resolving escalated concerns with empathy and professionalism, and maintaining the highest service standards across all interactions. This is an opportunity to make a meaningful impact on our guests' experiences while fostering a collaborative and supportive team environment.

• Supervise and coordinate daily front-of-house operations to ensure seamless guest experiences and efficient service delivery
• Lead, mentor, and support the Guest Services/Front Desk team through coaching, performance feedback, and professional development opportunities
• Handle escalated guest concerns and complaints with empathy and assertiveness, implementing effective solutions that exceed expectations
• Maintain and enforce consistent service standards across all guest touchpoints, ensuring compliance with organizational policies and procedures
• Schedule staff efficiently, manage shift coverage, and optimize team resources to meet operational demands
• Monitor team performance, conduct regular check-ins, and provide constructive feedback to drive continuous improvement
• Utilize guest management systems and property management software to track operations, guest preferences, and service metrics
• Collaborate with other departments to coordinate guest services and resolve interdepartmental issues transparently
• Identify operational challenges and implement innovative solutions to enhance efficiency and guest satisfaction
• Maintain detailed records of guest interactions, complaints, and resolutions for quality assurance and analysis
• Ensure the team remains organized, motivated, and aligned with organizational goals and service excellence standards
• Demonstrate flexibility by working varied shifts, including weekends and holidays, as operational needs require

Required Skills and Experience:

• Excellent communication and interpersonal skills with the ability to connect authentically with guests and team members
• Strong proven leadership qualities and demonstrated management experience in a hospitality or customer service environment
• Proven ability to maintain high service levels under pressure while remaining calm and resilient
• Advanced problem-solving and conflict resolution abilities with a customer-focused mindset
• Proficiency in guest complaint handling and de-escalation techniques
• Experience with guest management systems and property management software (PMS)
• Strong organizational and time management skills with meticulous attention to detail
• Ability to work collaboratively across departments and foster an inclusive team environment
• Demonstrated capability to analyze performance metrics and make data-driven decisions

Preferred Qualifications:

• Previous pre-opening hotel experience or experience with luxury hospitality brands
• Background in a supervisory or lead role within front-of-house operations
• Familiarity with multiple guest service platforms and reservation systems
• Experience coaching and developing team members for career advancement
• Knowledge of hospitality industry best practices and service standards
• Multilingual abilities (Arabic and English preferred for Cairo location)
• Certification in hospitality management or customer service excellence

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.