Guest Relations Supervisor

The ideal candidate is guest-focused, solution-oriented, and committed to creating personalized experiences that enhance guest satisfaction, encourage repeat visits, and uphold the LUNA Beach Club brand reputation.

Core Work:

• Deliver exceptional and personalized guest experiences by providing warm, professional, and attentive service throughout the guest journey.
• Build strong relationships with guests to enhance satisfaction, loyalty, and repeat visits.
• Welcome, engage, and handle guest inquiries, requests, feedback, and complaints promptly, professionally, and with effective solutions.
• Coordinate with Operations, Reservations, Food & Beverage, and other departments to ensure seamless guest experiences.
• Monitor guest satisfaction and proactively identify opportunities to improve service quality.
• Support VIP arrivals, special occasions, and guest recognition programs to create memorable experiences.
• Maintain accurate records of guest preferences, feedback, and service recovery actions when required.
• Stay informed about venue offerings, promotions, events, and facilities to provide accurate recommendations and information to guests.
• Assist in implementing guest engagement initiatives and service excellence programs.
• Prepare daily reports and communicate relevant guest feedback and operational updates to management.

Key Requirements:

• Minimum 1–2 years of experience in Guest Relations, Guest Experience, or a similar customer-facing role within the hospitality industry.
• Previous experience in a resort, beach club, or premium lifestyle venue is highly preferred.
• Excellent communication and interpersonal skills with a warm, professional, and guest-oriented approach.
• Excellent communication skills in English; proficiency in additional languages is a plus.
• Strong problem-solving abilities with the confidence to handle guest concerns professionally and efficiently.
• Passionate about delivering exceptional guest experiences and maintaining high service standards.
• Ability to multitask, adapt to a fast-paced environment and strong organizational skills and attention to detail.
• Proficient in Microsoft Office and familiar with hospitality systems (e.g., POS, reservation systems, or CRM platforms) is an advantage.
• Well-groomed, professional appearance, and positive attitude.
• Willing to work flexible shifts, including weekends, public holidays, and evening hours.

What we offer?

• Competitive salary
• Service Charge
• THR
• 5-Day work a week
• Public Holiday
• 12 days Annual Leave
• Daily Meals
• Health Insurance
• Working devices and infrastructure

Work Location: In person