Guest Services Supervisor

JOB SUMMARY

The Guest Service Supervisor supervises guest service agents during their shifts, ensuring top-notch customer service and satisfaction. They coordinate daily operations, manage guest requests, and oversee tasks like maintenance, security, housekeeping, ski valet, and car valet. They also handle guest complaints, provide staff training, and ensure smooth shift operations. Guided by MUWA Niseko’s brand promise to “Step into the Exceptional” and its core values of timeless value, sophisticated comfort, and exclusive experience, this position ensures every recommendation, arrangement, and interaction reflects the resort’s commitment to crafting personalized and unforgettable stays.

KEY RESPONSIBILITIES

• Supervise guest service agents during shifts to ensure consistent, high-quality guest service.
• Oversee daily front-line operations, including check-ins, check-outs, and guest interactions.
• Coordinate responses to guest requests and inquiries in a timely and professional manner.
• Liaise with other departments such as maintenance, housekeeping, and security to address guest needs.
• Supervise and assist with ski valet and car valet services, ensuring smooth and safe operations.
• Handle and resolve guest complaints or issues, escalating to management when necessary.
• Conduct on-the-job training for new team members and support ongoing staff development.
• Monitor shift performance and ensure service standards are maintained throughout the day.
• Ensure accurate shift handovers and clear communication between team members.
• Support the Guest Service Manager in maintaining a welcoming, organized, and guest-focused environment.
• Help foster a positive team environment by promoting professionalism, cleanliness, and attention to detail.