Guest Services Supervisor - Upscale Hotel

Placements24; Kempton Park; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Medical aid contributions

Performance-based bonuses

Career development opportunities

Job summary

Placements24 is recruiting a Guest Services Supervisor for a premium hotel in the Tembisa area, Gauteng. You will lead the front desk and concierge teams, ensuring warm welcomes and seamless guest experiences throughout stays.

You will supervise operations, train staff, resolve issues, and maintain high service standards in a fast-paced hospitality environment. Flexibility for shifts is expected.

Qualifications

• Minimum 3 years in hospitality; supervisory experience is essential.
• Strong customer service, communication and interpersonal skills.
• Proficient with property management systems and hotel reservations software.

Responsibilities

• Supervise front desk, concierge, and guest services daily operations.
• Train, motivate and lead the guest services team to deliver service excellence.
• Ensure smooth check-in/check-out and promptly handle inquiries.
• Resolve guest complaints professionally and escalate when needed.
• Monitor service quality and provide feedback for improvement.
• Balance daily cash/transactions and maintain reports.

Skills

Customer service

Communication

Interpersonal skills

PMS systems

Organizational skills

Multitasking

Calm under pressure

Positive attitude

Education

High school diploma or equivalent

Hospitality education (plus)

Tools

PMS software

Reservation software

Job description

About the Role

Our client, a distinguished upscale hotel located in the vibrant community of **Tembisa, Gauteng, ZA**, is seeking a proactive and customer-focused Guest Services Supervisor. This role is integral to ensuring every guest receives a warm welcome and enjoys a seamless and memorable stay. The ideal candidate will have a passion for hospitality, exceptional interpersonal skills, and a keen eye for detail within the **Hospitality & Tourism** sector. You will lead a team of front desk and concierge staff, driving service excellence and operational efficiency. This is a fantastic opportunity to advance your career in hotel management within a dynamic and growing establishment in **Tembisa**. We are looking for a motivated individual who can motivate their team, resolve guest issues effectively, and contribute to the hotel's reputation for outstanding service. The focus will be on enhancing the overall guest experience.

Key Responsibilities

• Supervise the daily operations of the front desk, concierge, and guest services departments.
• Lead, train, and motivate the guest services team to deliver exceptional customer service.
• Ensure efficient check-in and check-out processes, handling guest inquiries and requests promptly.
• Address and resolve guest complaints and issues effectively and courteously, escalating when necessary.
• Maintain high standards of service, ensuring guest satisfaction and fostering loyalty.
• Manage room inventory and coordinate with housekeeping and maintenance departments to ensure room readiness.
• Assist in developing and implementing departmental policies and procedures.
• Monitor service quality and provide feedback to team members for continuous improvement.
• Handle cash, credit card transactions, and balance daily reports accurately.
• Maintain a professional and welcoming appearance and demeanor at all times.

Requirements

• Previous experience in a supervisory role within hotel front office or guest services is essential.
• A minimum of 3 years of experience in the hospitality industry.
• Excellent customer service, communication, and interpersonal skills.
• Proficiency in using property management systems (PMS) and hotel reservation software.
• Strong organizational and multitasking abilities, with attention to detail.
• Ability to remain calm and professional under pressure.
• A positive attitude and a genuine passion for guest satisfaction.
• High school diploma or equivalent is required; further education in hospitality is a plus.
• Flexibility to work various shifts, including evenings, weekends, and public holidays.

Benefits

• Our client offers a competitive salary, opportunities for career advancement, and a supportive work environment within the **Tembisa** **Hospitality & Tourism** industry.
• Benefits include medical aid contributions and potential for performance-based bonuses.
• This role offers the chance to develop leadership skills and contribute to the success of a reputable hotel in **Gauteng**.
• We believe in investing in our staff through ongoing training and development programs.