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
