Guest Service Supervisor

About the role

The Guest Service Supervisor will join the Front Office team at Mandarin Oriental Sanya, overseeing daily front‑desk operations and ensuring a seamless experience for all guests. Reporting to the Front Desk Manager, the role combines guest registration, billing, and service recovery with a focus on maintaining the brand’s luxury standards.

Key responsibilities

• Register guests, assign rooms and keys following established check‑in procedures.
• Process billing and check‑out accurately and efficiently.
• Enter all guest data correctly into the hotel management system.
• Maintain cashier float, produce daily cash reports, and handle currency exchange.
• Promote hotel products and services through up‑selling and suggestive selling.
• Address guest complaints, inquiries and requests; refer unresolved issues to the Duty Manager.
• Review daily arrival information, including VIP, repeat guests, groups and special requests.
• Stay updated on accounting policies and procedural changes.

Required profile

• Strong interpersonal and problem‑solving abilities.
• Excellent knowledge of hotel products and services.
• Highly responsible, reliable and able to work under pressure.
• Team‑oriented with a calm, courteous approach to guest needs.
• Fluent English communication skills.

Required skills