Guest Experience Expert - Team Leader (Front Office) (225-726)

The Guest Experience Expert - Team Leader (Front Office) plays a pivotal role in ensuring that guests receive an exceptional experience from the moment they step into the hotel. This position requires a dynamic individual who can lead a team of front office personnel, oversee daily operations, and attend to guests with a focus on high-quality service. As the face of the establishment, you will be required to handle guest enquiries and complaints with professionalism and empathy, enhancing the overall guest experience. The ideal candidate will possess excellent communication skills, leadership qualities, and the ability to remain calm and collected in a fast-paced environment. By driving guest satisfaction, you contribute directly to repeat business and the further success of the hotel.

Responsibilities

• Supervise and assist the front office team in day-to-day operations.
• Ensure guest check-in and check-out procedures are conducted efficiently and accurately.
• Train, mentor, and provide feedback to front office staff to enhance performance.
• Monitor and solve any guest issues or complaints promptly and effectively.
• Maintain a high level of guest satisfaction in line with hotel standards.
• Oversee the allocation of rooms and manage room availability for guests.
• Facilitate communication between guests and other hotel departments as needed.
• Ensure the front desk is stocked with necessary supplies and operational resources.
• Conduct regular team meetings to address concerns and strategize improvements.
• Compile and analyze guest feedback to recommend service improvements.
• Assist in developing and implementing guest service policies and procedures.
• Ensure compliance with all hotel policies, safety regulations, and protocols.

Requirements

• Bachelor’s degree in Hospitality, Business Administration, or a related field preferred.
• Minimum of 3 years of experience in front office operations or guest services.
• Proven ability to lead, motivate, and develop a successful team.
• Excellent interpersonal and communication skills to interact with guests and staff.
• Strong problem-solving skills and ability to handle stressful situations calmly.
• Detail-oriented with an emphasis on accuracy and guest satisfaction.
• Proficient in using hotel management software and other IT applications.