Guest Service Supervisor

About Plaza Premium Group

Welcome to Plaza Premium Group, a globally recognized company driven by a passion for improving travel experiences. Our diverse team from all backgrounds forms the #PPGFamily, united in building a lasting legacy. We value and respect different perspectives, encourage integrity, innovation, and place great emphasis on exemplary customer service marked by kindness.

As pioneers in airport hospitality innovation, we operate in over 200 locations across 60+ international airports. Our business encompasses airport lounges, terminal hotels, meet & greet services, and a variety of dining concepts. Recognized partners include Cathay Pacific, Singapore Airlines, and Lufthansa. Continuing to evolve rapidly, we offer products like Smart Traveler, a rewards app designed to enhance travel.

Position Overview

In the role of Guest Service Supervisor, you will oversee daily guest service activities within airport lounges, ensuring superior service quality and operational efficiency. You will work closely with lounge management to uphold service standards, guest satisfaction, and regulatory compliance especially per Saudi requirements.

Key Responsibilities

• Manage guest check-in and admission processes adhering to company policies and lounge access rules.
• Welcome guests warmly and bid them farewell with professionalism and courtesy.
• Address guest inquiries, feedback, and complaints promptly to ensure satisfaction and effective recovery.
• Support and supervise Guest Service Officers during daily interactions and operations.
• Maintain lounge cleanliness, comfort, and readiness by coordinating with housekeeping, maintenance, and kitchen teams.
• Oversee cash handling, billing, and meticulous record management as per company standards.
• Handle lost and found items appropriately with proper documentation.
• Monitor staff compliance with grooming, conduct, and service quality requirements.
• Assist with staff scheduling, attendance, and shift transitions.
• Safeguard guest privacy and maintain confidentiality of operational data.
• Conduct training and provide coaching to new and current guest service personnel.
• Prepare basic reports on operations and escalate issues to management when necessary.
• Perform additional duties assigned by Lounge or Duty Managers.

Qualifications and Requirements

• Diploma or Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• 3 to 5 years of relevant experience in guest services, hospitality, or airport lounge operations with supervisory background.
• Strong customer service focus complemented by effective problem-solving abilities.
• Leadership skills to motivate and guide teams effectively in a dynamic environment.
• Knowledgeable in service standards and guest handling protocols.
• Competent in cash transactions and maintaining precise records.
• Fluent in spoken and written English; proficiency in Arabic is required.
• Flexible availability to work shifts including weekends and public holidays.
• Professional demeanor, positive outlook, and excellent interpersonal communication.