Guest Service Supervisor – Luxury Hotel

About the role

The Guest Service Supervisor leads the Guest Services team at Fairmont Southampton, ensuring every guest experiences seamless, anticipatory, luxury‑level service throughout their stay. Reporting to the Guest Service Manager, this role combines hands‑on leadership with operational oversight to uphold Fairmont’s brand standards.

Key responsibilities

• Oversee daily Guest Services operations, including check‑in/check‑out, concierge assistance, guest inquiries and issue resolution.
• Maintain a strong presence in the lobby and public areas, assisting agents and engaging with guests during peak periods.
• Monitor and enforce SOPs and LSOPs to guarantee consistency, accuracy and service excellence.
• Assist with reservations, room allocations and pre‑arrival preparations to ensure smooth guest flow.
• Support emergency, safety and security protocols, including monitoring fire panels and responding to alerts.
• Lead staff development initiatives, fostering continuous improvement and operational efficiency.

Required profile

• Proven ability to lead and motivate a Guest Services team in a luxury hotel environment.
• Strong focus on delivering exceptional guest satisfaction and upholding brand standards.
• Experience in managing day‑to‑day hotel operations, including front‑desk and concierge functions.
• Capability to support staff development, operational efficiency and continuous improvement projects.

Required skills