Guest Relations Supervisor

About the Role

The Guest Relations Supervisor is a full-time, remote role responsible for overseeing the quality and consistency of guest-facing interactions.

Key Responsibilities

• Manage daily guest communication across channels.
• Ensure prompt and professional responses to inquiries.
• Support reservation handling and follow-up.
• Coordinate with front office or client-facing teams to resolve issues.
• Escalate concerns when necessary.
• Maintain high service standards.
• Monitor service metrics.
• Coach team members.
• Create or update guest service procedures.
• Ensure all guest-related processes align with client expectations and company policies.

Requirements & Tech Stack

• Guest Relations and Customer Service skills to manage inquiries, resolve issues, and maintain a positive guest experience.
• Excellent Communication skills, including clear written and verbal communication, active listening, and professional etiquette across channels.
• Reservations management skills, including handling bookings, changes, cancellations, and confirmations with accuracy and attention to detail.
• Front Office-related skills, such as coordinating check-ins/check-outs, managing guest information, and collaborating with client-facing teams.
• Ability to work independently in a remote environment.
• Ability to manage multiple priorities.
• Ability to maintain high standards of service and professionalism.
• Proficiency with CRM or reservation systems is beneficial.

Qualifications

• Prior supervisory or team lead experience in hospitality or customer service is beneficial.
• Strong problem-solving abilities are beneficial.
• Relevant education or training in hospitality management, business, or a related field is preferred but not required; equivalent experience is valued.