Guest Service Supervisor

About the Company

Hello! Welcome to Plaza Premium Group, we're people passionate about Making Travel Better. We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy.

You don't need to be from this industry; you do need to be passionate.

Our promise to you:

- We will respect and value your background and perspectives

- We will work together with integrity

- We will share our incredible pride for job, company and industry

What we ask of you:

- Bring passion to all that you do

- Listen, move fast and think innovatively

- Speak up, have ideas and share them

- Believe in customer service, and treating every person with kindness

As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

Who we are:

We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc.

With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Join our family today.

Together, we'll make travel better.

Job Overview

• Supervise and coordinate daily guest service operations within airport lounges to ensure a high level of service excellence.

• Support lounge management in maintaining service standards, guest satisfaction, and operational efficiency.

• Ensure compliance with company procedures, admission policies, and Saudi regulatory requirements.

Job Responsibilities

• Supervise guest check-in and admission procedures in accordance with company policies and lounge access guidelines.

• Greet, receive, and bid farewell to guests in a professional and courteous manner.

• Handle guest enquiries, feedback, and complaints, ensuring prompt resolution and service recovery.

• Support and guide Guest Service Officers in daily operations and customer interactions.

• Monitor lounge areas to ensure cleanliness, comfort, and readiness at all times.

• Coordinate with housekeeping, maintenance, and kitchen teams to address operational or service issues.

• Oversee cash handling, billing, and accurate record-keeping in accordance with company procedures.

• Ensure proper handling and documentation of lost and found items.

• Monitor adherence to service standards, grooming, and conduct of guest service staff.

• Assist in staff scheduling, attendance monitoring, and shift handovers.

• Ensure confidentiality of guest information and operational data.

• Support training and on-the-job coaching for new and existing guest service staff.

• Prepare basic operational reports and escalate issues to management when required.

• Perform ad-hoc duties as assigned by the Lounge Manager or Duty Manager.

Job Requirements

• Diploma or Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.

• Minimum 3–5 years of relevant experience in guest service, hospitality, or airport lounge operations, with supervisory exposure.

• Strong customer service orientation with good problem-solving skills.

• Ability to lead, motivate, and support service teams in a fast-paced environment.

• Good knowledge of service standards and guest handling procedures.

• Ability to handle cash transactions and maintain accurate records.

• Excellent command of spoken and written English; Arabic language skills are mandatory.

• Ability to work flexible shifts including weekends and public holidays.

• Professional appearance, positive attitude, and strong interpersonal skills.