Guest Service Supervisor

About Plaza Premium Group

Welcome to Plaza Premium Group, a global leader passionate about enhancing travel experiences. Our diverse team, known as the #PPGFamily, is dedicated to innovating in airport hospitality. Established in Hong Kong in 1998, we have expanded across four main sectors: airport lounges, terminal hotels, meet & greet services, and dining concepts, operating in over 200 locations within more than 60 international airports worldwide. Our partners include renowned airlines like Cathay Pacific, Singapore Airlines, and Lufthansa. We also developed Smart Traveler, a mobile rewards app driven by proprietary technology, continually evolving to make travel better.

Role Overview

As a Guest Service Supervisor, you will oversee daily guest services within airport lounges, ensuring a superior standard of hospitality. Your role includes supporting management in maintaining operational efficiency and compliance with company and Saudi regulations.

Key Responsibilities

• Manage guest check-in and admission consistent with policies and lounge access rules.
• Welcome and courteously see off guests, maintaining professionalism.
• Address guest inquiries, feedback, and complaints promptly, ensuring service recovery.
• Support and mentor Guest Service Officers in daily activities and customer engagements.
• Monitor lounge cleanliness, comfort, and readiness at all times.
• Collaborate with housekeeping, maintenance, and kitchen teams to resolve issues.
• Oversee cash handling, billing processes, and maintain accurate records.
• Manage lost and found items appropriately with correct documentation.
• Ensure guest service staff adhere to service standards, grooming, and conduct.
• Assist with staff scheduling, attendance tracking, and shift handover procedures.
• Maintain confidentiality of guest information and operational data.
• Support ongoing training and coaching for new and current staff members.
• Prepare basic operational reports and escalate concerns as needed.
• Perform additional tasks assigned by Lounge or Duty Managers.

Qualifications and Requirements

• Diploma or Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• 3 to 5 years of relevant guest service experience, including supervisory roles in hospitality or airport lounge operations.
• Strong customer service mindset and effective problem-solving abilities.
• Leadership skills to motivate and support teams in a dynamic environment.
• Thorough understanding of service standards and guest handling procedures.
• Competent in managing cash transactions and maintaining precise records.
• Fluent in English (spoken and written) and mandatory proficiency in Arabic.
• Willingness to work flexible shifts, including weekends and public holidays.
• Professional demeanor, positive attitude, and excellent interpersonal communication.