Job Summary:
The Hospitality Service Supervisor is responsible for overseeing frontline hospitality operations, ensuring exceptional customer service, and supporting the Hospitality Manager in delivering a seamless passenger experience within the airport environment.
Key Responsibilities:
Service Delivery & Customer Experience:
- Supervise daily hospitality services across lounges, passenger assistance, and service desks
- Ensure a high level of customer satisfaction and service excellence
- Handle passenger queries, complaints, and service recovery effectively
- Monitor staff interactions to ensure compliance with service standards
Operations & Coordination:
- Coordinate with airport operations, airlines, and ground handling teams
- Ensure smooth flow of passengers, especially VIPs and premium travelers
- Monitor peak-time operations and allocate staff efficiently
- Support implementation of service procedures and standards
Team Supervision:
- Lead, guide, and support hospitality staff on shift
- Ensure staff adherence to grooming, behavior, and service protocols
- Conduct shift briefings and provide on-the-job training
- Assist in staff scheduling and shift planning
Quality Control & Compliance:
- Conduct regular service checks and audits
- Ensure compliance with airport policies, safety, and security regulations
- Report service gaps and implement corrective actions
Reporting & Monitoring:
- Prepare shift reports and document daily operations
- Track KPIs such as service quality, response time, and passenger feedback
- Escalate operational issues to the Hospitality Manager when required