Guest Service Supervisor at InterContinental Chiang Mai The Mae Ping
IHG
DescriptionKey Responsibilities Guest Experience
- Deliver a warm and professional welcome for all guests, ensuring a personalized check-in, check-out, and overall journey.
- Supervise and support Guest Service Agents in handling guest inquiries, requests, and complaints with efficiency and empathy.
- Anticipate guest needs and ensure proactive service delivery, with special attention to VIPs, IHG One Rewards members, and repeat guests.
- Ensure the consistent delivery of IHG brand standards, including IHG Clean Promise and luxury service expectations.
Team Supervision & Leadership
- Oversee front desk operations during assigned shifts, ensuring smooth workflow and compliance with SOPs.
- Mentor, train, and motivate Guest Service Agents to deliver luxury service and develop their skills.
- Act as the point of escalation for complex guest issues and provide resolution in a professional manner.
- Support Duty Manager in enforcing policies, procedures, and emergency protocols.
Operational Excellence
- Ensure accurate room assignments, billing, cash handling, and guest records management in Opera PMS.
- Monitor lobby and front desk areas, maintaining a welcoming and professional environment at all times.
- Coordinate with Housekeeping, Engineering, Concierge, and Security to guarantee seamless guest service.
- Assist in preparing daily reports, shift handovers, and guest feedback analysis.
Loyalty & Brand Focus
- Actively recognize and engage with IHG One Rewards members, encouraging enrollments and loyalty engagement.
- Uphold the Inspire Incredible brand culture in every guest and colleague interaction.
- Promote hotel services, restaurants, events, and special promotions to enhance guest experiences.
Qualifications & Experience
- Minimum 2 years of experience in Front Office/Guest Services in a luxury or 5-star hotel.
- Previous supervisory or team leader experience preferred.
- Strong knowledge of Opera PMS, Microsoft Office, and digital communication tools.
- Excellent communication skills in English and Thai; additional languages (Chinese, Japanese, Korean) are an advantage.
- Strong leadership, problem-solving, and guest recovery skills.
- Passion for creating memorable guest experiences with meticulous attention to detail.