Job Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

We're looking for an enthusiastic and detail-oriented Guest Service Supervisor to join our team in Cairo, Egypt. In this pivotal role, you will oversee daily front-of-house operations and lead our Guest Services team to deliver exceptional experiences at every guest touchpoint. You will be the backbone of our guest-facing operations, providing strategic leadership, resolving escalated concerns with empathy and professionalism, and maintaining the highest service standards across all interactions. This is an opportunity to make a meaningful impact on our guests' experiences while fostering a collaborative and supportive team environment.

• Supervise and coordinate daily front-of-house operations to ensure seamless guest experiences and efficient service delivery
• Lead, mentor, and support the Guest Services/Front Desk team through coaching, performance feedback, and professional development opportunities
• Handle escalated guest concerns and complaints with empathy and assertiveness, implementing effective solutions that exceed expectations
• Maintain and enforce consistent service standards across all guest touchpoints, ensuring compliance with organizational policies and procedures
• Schedule staff efficiently, manage shift coverage, and optimize team resources to meet operational demands
• Monitor team performance, conduct regular check-ins, and provide constructive feedback to drive continuous improvement
• Utilize guest management systems and property management software to track operations, guest preferences, and service metrics
• Collaborate with other departments to coordinate guest services and resolve interdepartmental issues transparently
• Identify operational challenges and implement innovative solutions to enhance efficiency and guest satisfaction
• Maintain detailed records of guest interactions, complaints, and resolutions for quality assurance and analysis
• Ensure the team remains organized, motivated, and aligned with organizational goals and service excellence standards
• Demonstrate flexibility by working varied shifts, including weekends and holidays, as operational needs require

Qualifications

Required Skills and Experience:

• Excellent communication and interpersonal skills with the ability to connect authentically with guests and team members
• Strong proven leadership qualities and demonstrated management experience in a hospitality or customer service environment
• Proven ability to maintain high service levels under pressure while remaining calm and resilient
• Advanced problem-solving and conflict resolution abilities with a customer-focused mindset
• Proficiency in guest complaint handling and de-escalation techniques
• Experience with guest management systems and property management software (PMS)
• Strong organizational and time management skills with meticulous attention to detail
• Ability to work collaboratively across departments and foster an inclusive team environment
• Demonstrated capability to analyze performance metrics and make data-driven decisions

Preferred Qualifications:

• Previous pre-opening hotel experience or experience with luxury hospitality brands
• Background in a supervisory or lead role within front-of-house operations
• Familiarity with multiple guest service platforms and reservation systems
• Experience coaching and developing team members for career advancement
• Knowledge of hospitality industry best practices and service standards
• Multilingual abilities (Arabic and English preferred for Cairo location)
• Certification in hospitality management or customer service excellence

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.