Guest Service Supervisor (Suvarnabhumi Airport)

About the Role

Lounge Name: Plaza Premium Lounge Bangkok and Plaza Premium First Bangkok (Suvarnabhumi Airport). Working hours: 9 hours per day (including break time). Days off: 6 days per month. The Guest Service Supervisor is responsible for overseeing daily front-of-house operations to ensure a seamless, high-quality customer experience and acting as the primary escalation point for complex guest inquiries and operational challenges within the lounge.

Responsibilities

• Supervise and mentor Guest Service Officers to ensure all guests receive a warm welcome and efficient access verification.
• Monitor service standards on the floor and provide real-time coaching to staff to maintain high performance.
• Act as primary escalation point for guest complaints and complex inquiries, resolving issues to protect guest satisfaction and brand loyalty.
• Conduct pre-shift briefings to communicate VIP arrivals, flight updates, and daily service targets.
• Provide information about lounge facilities, assist guests with check-in, seating, and special requests.
• Ensure lounge presentation, cleanliness, and amenities are maintained and support VIP/priority guest services during peak periods.
• Manage lounge flow and occupancy, making seating adjustments during peak periods to maximise guest comfort.
• Coordinate with F&B, Housekeeping, and Kitchen teams to ensure synchronized service and pristine lounge environment.
• Oversee VIP/CIP protocols and ensure personalised recognition for priority guests.
• Manage staff duty rosters and break schedules to ensure optimal counter and floor coverage.
• Report incidents, guest feedback, and operational issues to supervisors or management and enforce company SOPs, airport security protocols, and international service standards.
• Conduct regular walk-throughs to audit presentation, hygiene, and facility maintenance and report defects.
• Ensure health and safety regulations are met and train the team on emergency procedures and incident reporting.
• Review and verify daily guest records, usage logs, and billing accuracy for airline partners and walk-in guests.
• Prepare shift reports, analyse guest flow data and service performance metrics for management review, and identify areas for process improvement.
• Assist in training and onboarding new Guest Service Officers to integrate them into the team workflow.

Qualifications

• Education: High school diploma or equivalent; diploma in hospitality or customer service is an advantage.
• Experience: Minimum 1–2 years in customer service, front desk, or guest relations in hospitality or airline/airport environments; experience in lounges or premium service environments preferred.
• Skills & competencies: strong customer service and interpersonal skills; professional, courteous and friendly demeanour; ability to handle guest complaints and requests diplomatically; good communication, organisational and problem-solving skills.
• Ability to work in a fast-paced, shift-based environment.