Guest Experience & Operations Lead

GH15 PTE. LTD.; Singapore; On-site; SGD 40,000 - 62,000; Full time

Job summary

GH15 PTE. LTD. invites applications for a Guest Relations Supervisor to oversee daily operations of the Guest Relations team across front desk functions and guest services.

The role ensures service standards, payments, communications and cross‑department coordination are maintained, while mentoring a small team and handling escalations with calm professionalism during rotating shifts.

Qualifications

• Experience in hospitality environments and guest relations operations.
• Proven ability to supervise a small team and guide staff.
• Strong communication, organisation and problem-solving skills.
• Demonstrated attention to detail and follow-up capabilities.
• Ability to work rotating shifts, including weekends and holidays.

Responsibilities

• Supervise the daily activities of Guest Relations Executives.
• Ensure smooth arrivals, departures and guest movements.
• Monitor guest requests, complaints and follow-ups.
• Ensure proper shift handovers are completed.
• Maintain occupancy awareness and room readiness.
• Ensure SOPs and procedures are followed.
• Handle guest escalations and service recovery.
• Coordinate with Finance for payments and deposits.
• Onboarding and training of new staff.
• Inventory tracking of access cards and items.
• Cross-department coordination with Finance, Sales, Maintenance and Security.
• Conduct property rounds and incident reporting.

Skills

Hospitality experience

Guest relations

Supervisory experience

Communication skills

Organisational skills

Attention to detail

Team leadership

Calm under pressure

Shift work

Tools

MEWS PMS

Job description

GH15 PTE. LTD. invites applications for a Guest Relations Supervisor to oversee daily operations of the Guest Relations team across front desk functions and guest services.

The role ensures service standards, payments, communications and cross‑department coordination are maintained, while mentoring a small team and handling escalations with calm professionalism during rotating shifts.