Guest Service Supervisor

Company DescriptionJoin a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.Job DescriptionWe're looking for an enthusiastic and detail-oriented Guest Service Supervisor to join our dynamic team in Cairo, Egypt. In this pivotal role, you will oversee daily front-of-house operations and lead our Guest Services team to deliver exceptional experiences at every guest touchpoint. You will be the backbone of our guest-facing operations, providing strategic leadership, resolving escalated concerns with empathy and professionalism, and maintaining the highest service standards across all interactions. This is an opportunity to make a meaningful impact on our guests' experiences while fostering a collaborative and supportive team environment.Supervise and coordinate daily front-of-house operations to ensure seamless guest experiences and efficient service deliveryLead, mentor, and support the Guest Service team through coaching, performance feedback, and professional development opportunitiesHandle escalated guest concerns and complaints with empathy and assertiveness, implementing effective solutions that exceed expectationsMaintain and enforce consistent service standards across all guest touchpoints, ensuring compliance with organizational policies and proceduresSchedule staff efficiently, manage shift coverage, and optimize team resources to meet operational demands while controlling labor costsMonitor team performance and provide constructive feedback to drive continuous improvement and goal achievementUtilize guest management systems and property management software to track operations, guest preferences, and service metricsCollaborate transparently with other departments to coordinate guest services and resolve interdepartmental issuesIdentify operational challenges and implement innovative solutions to enhance efficiency, guest satisfaction, and team engagementMaintain detailed records of guest interactions, complaints, and resolutions for quality assurance and analytical reviewEnsure the team remains organized, motivated, and aligned with organizational goals and service excellence standardsDemonstrate flexibility by working varied shifts, including weekends and holidays, as operational needs requireQualificationsRequired Skills and Experience:Excellent communication and interpersonal skills with the ability to connect authentically with guests and team membersStrong proven leadership qualities and demonstrated management experience in a hospitality or customer service environmentProven ability to maintain high service levels under pressure while remaining calm and resilientAdvanced problem-solving and conflict resolution abilities with a customer-focused mindsetProficiency in guest complaint handling and de-escalation techniquesExperience with guest management systems and property management software (PMS)Strong organizational and time management skills with meticulous attention to detailAbility to work collaboratively across departments and foster an inclusive team environmentDemonstrated capability to analyze performance metrics and make data-driven decisionsExperience with staff scheduling, resource planning, and budget managementFluency in both Arabic and EnglishAdditional InformationOur Commitment To Diversity & InclusionWe are an inclusive company and our ambition is to attract, recruit and promote diverse talent.