Guest Service Supervisor

Guest Service Supervisor

Minor Hotels is an international hotel owner, operator, and investor with a portfolio of more than 536 hotels in operation. Minor Hotels passionately explores new possibilities in hospitality with a diverse portfolio of properties designed intelligently to appeal to different kinds of travelers, serving new passions as well as personal needs. Through our Anantara, Avani, Oaks, Elewana, Tivoli, NH Hotel Group, Four Seasons, St. Regis, Marriott, and Minor International properties, across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America.

Avani Hotels & Resorts is a vibrant upscale brand offering relaxed comfort and contemporary style. Avani was launched in response to an increasingly influential group of discerning travelers who appreciate stylish design and excellent service but also demand great value. Avani hotels are designed for the way we travel now. And we think it's all about balance. Balance between coolness and kindness, between design and function, and between service and privacy.

Avani+ in Luang Prabang sits in the heart of UNESCO World heritage city. Which is rich of local culture vibes. It is a two-floor elegant luxury hotel with 53 rooms in contemporary classic and inspired by the traditional Laos and French colonial architecture. It welcomes for travelers from around the world to visit this UNESCO World heritage site and seek for affordable luxury experience. It is surrounded with tourist attractions such as the night market, Wat Hua Xiang, Royal Palace Museum, and Phousi Hill. Which is one of the most crowded areas in this city especially at night.

Job Description

Key Responsibilities

• Supervise daily front office operations, including check-in/check-out, guest inquiries, and complaint resolution.
• Ensure all team members adhere to Minor Hotels' service standards and brand guidelines.
• Maintain comprehensive knowledge of hotel facilities, services, and promotions to assist guests effectively.
• Conduct daily briefings, assign tasks, and monitor staff performance to ensure smooth operations.
• Provide coaching and on-the-job training to team members to enhance service quality.
• Collaborate with other departments (Housekeeping, F&B, Spa) to ensure seamless guest experiences.
• Handle VIP arrivals and special requests with professionalism and attention to detail.
• Monitor guest feedback and implement improvements to enhance satisfaction.
• Ensure compliance with safety, security, and financial procedures.

Qualifications

• 2–3 years' experience in a similar supervisory role within a five-star luxury hotel or resort.
• Strong customer service focus and positive, energetic demeanor.
• Excellent communication skills; fluency in English required. Additional languages a plus.
• Proficient in MS Office; familiarity with Property Management Systems (PMS) preferred.
• Ability to work flexible hours, including shifts, weekends, and public holidays.
• Resilient under pressure and adaptable within a dynamic team environment.
• Strong teamwork skills, positive attitude, and supportive leadership approach.
• Must currently hold the position or have equivalent qualifications; trackable references required.