Guest Service Associate

The GSA Supervisor is responsible for leading the Guest Service Associate team by overseeing shift operations, scheduling staff, auditing performance, and ensuring a high level of guest service across all shifts. This role requires a proactive, hands-on leader who can adapt to operational needs and uphold service excellence.

Primary Duties and Responsibilities :

Supervise and support the GSA team during all operational hours.

Conduct audits to ensure GSAs adhere to operational procedures and service standards.

Cover shifts in the absence of GSAs to avoid service gaps.

Review shift reports and investigate any reported issues or concerns.

Actively participate in team training, coaching, and performance evaluations.

Coordinate with other departments to resolve guest issues or special requests.

REPORTS

IR for non compliance of GSA team.

COVERED SHIFT

Performs tasks, duties and covered shifts of colleagues in their absence.

OTHERS

Undertake other duties and tasks that may be assigned from time to time

JOB QUALIFICATIONS :

Hospitality or Management Diploma preferred.

2 or more years of experience in guest services / front office.

Previous supervisory experience preferred.

Strong leadership, communication, and organizational skills.

Ability to work flexible hours, including weekends and holidays.

Skills

Proficient in shift scheduling and time management.

Excellent customer service and interpersonal skills.

Detail-oriented with strong audit and reporting capabilities.

Adaptability and problem-solving ability in a fast-paced environment.

Key Performance Indicator

• Meeting and exceeding the performance target and reports on time 35%;

Meeting and exceeding the company goal such as reports and target 35%

Being compliant with the following 30% :

Punctuality

Behavior

The company standards are as follows :

Competency

Achieve Management Target – A target set by the management that will represent success at achieving a given outcome.

Company Policy & Procedures – Follows and implement company policy and procedure

Financial Responsibility – Is knowledgeable about budget, revenue, expenses and his or her role to influence finances to improve company business standing.

Planning / Organization – Create plans to ensure that objectives; sets priorities; consistently meets deadlines, monitors progress.

System Compliance – Make sure that all systems are secure, updated & accurate. (i.e. G-drive, Trello, XERO & others.)

Submission of Report –Timely and accurate

Filing of Records – Organize, complete & accurate records of account of the department

Staff Management – Instill corporate values on associates

Responsiveness - Response in concerns, inquiries and requests shall be within 24 hours

Customer Focus – Builds and maintains customer satisfaction with information, product knowledge, customer service & hospitality.

Company Goal Oriented

Timely submission and completeness of report

Targets / Quota achieved