Job Description

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 Responsibilities1. Guest Relations Officers :

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:

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:

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 :

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
Job Types: Full-time, Permanent

Pay: AED3,000.00 - AED4,000.00 per month

Application Question(s):

Do you have UAE Driving License
Experience:

* Holiday Home : 2 years (Required)