Guest Service Supervisor

Role overview

This position is based at Souq Waqif Boutique Hotel by Tivoli in Doha, Qatar. Minor Hotels is an international hospitality group with more than 530 properties across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America, operating under brands such as Anantara, Avani, Elewana, Oaks, NH Hotels, NH Collection, nhow, and Tivoli.

The Guest Service Supervisor is responsible for leading day-to-day guest service activities so that every visitor receives prompt, polished, and welcoming service. The role supports front office or guest relations teams, manages guest concerns, follows operational standards, and contributes to consistently high guest satisfaction.

Key responsibilities

• Lead and assist guest service or front office team members throughout assigned shifts.
• Make sure guest arrivals and departures are handled efficiently and without disruption.
• Address questions, complaints, and special requests in a professional manner.
• Track service standards and confirm that brand and company expectations are being followed.
• Coach, guide, and develop team members through training and support.
• Plan shift rosters and distribute tasks across the team.
• Work closely with housekeeping, engineering/maintenance, and other departments as needed.
• Oversee correct billing, reservation processing, and cash-handling practices.
• Keep an eye on the condition and presentation of the lobby and guest-facing areas.
• Support VIP arrival arrangements and manage escalated guest issues.
• Maintain operational records, logs, and reports accurately.
• Follow health, safety, and internal policy requirements at all times.

Qualifications

Candidates should hold a diploma or bachelor’s degree in Hospitality Management or a closely related discipline. A background of 2 to 5 years in hospitality or customer service is required, and prior supervisory experience is an advantage. The role also calls for strong communication and people skills, a practical approach to problem-solving and conflict handling, familiarity with hotel systems such as Opera or Fidelio, and the ability to work rotating shifts, including weekends and public holidays. Good planning and multitasking ability are also important.

Additional information

The source does not mention salary, perks, number of vacancies, application deadline, start date, or notice period. Set-up prompts about email alerts were present in the source but are not part of the job requirements.