Guest Services Supervisor

About the role

As a Guest Services Supervisor at Kulnari Mystery Golf, you are the bridge between operations and storytelling. You'll ensure the floor runs seamlessly, the team performs confidently, and every guest leaves having experienced something memorable. This role requires strong operational control, people development skills, and the ability to stay composed in a dynamic, guest-facing environment.

Key responsibilities

• Plan and deploy daily manpower based on booking volume and guest flow
• Ensure all stations are adequately staffed to maintain a smooth and immersive experience
• Anticipate peak periods and adjust deployment in real time to avoid service gaps
• Host customers for venue recce and work with restaurant team to propose suitable packages
• Manage guest interactions with professionalism, especially in high-pressure or demanding situations
• Resolve feedback and service issues calmly while protecting the Kulnari experience
• Reply to Google reviews
• Conduct structured role-play sessions to prepare part-timers and interns for real guest scenarios
• Ensure adherence to SOPs while remaining flexible to operational needs
• Monitor performance and provide real-time, constructive feedback

About you

• Experience in hospitality, attractions, or fast-paced service environments
• Strong composure — able to stay calm, clear, and solution-focused under pressure
• Confident in handling difficult guests without escalating situations
• Passion for coaching and developing junior team members
• Willingness to work weekends, evenings, and public holidays
• Take ownership of the floor like it's your own business
• Notice problems before they happen
• Firm but fair with your team

About us

At Kulnari Mystery Golf, we don't just run a venue, we deliver an experience. We are committed to ensuring great experiences come from both structure and people.