Guest Experience Expert - Team Leader (Front Office) 06M26

The Guest Experience Expert - Team Leader (Front Office) plays a pivotal role in ensuring the highest standards of service for our guests. This position requires an individual who is not only a consummate professional with exceptional communication skills but also possesses the leadership acumen to elevate the performance of the front office team. As the face of the brand, the Guest Experience Expert will oversee all operations at the front desk, ensuring every guest's journey is nothing short of exceptional. This is an opportunity for a dynamic individual to weave a seamless experience by understanding guests' needs, addressing issues promptly, and leading a team to deliver world-class hospitality. The role demands proactive problem-solving abilities, deep empathy for guests, and a dedication to continuous operational improvements.

Responsibilities

• Lead and oversee daily front office operations, ensuring efficient workflow and service.
• Provide exceptional guest service, addressing and resolving issues promptly and effectively.
• Maintain a high standard of hospitality to enhance the guest experience consistently.
• Train, mentor, and develop the front office team for optimal performance.
• Coordinate with housekeeping, security, and maintenance to ensure seamless guest experiences.
• Analyze guest feedback to identify areas for service improvement and action required changes.
• Handle and administer all check-ins, check-outs, and guest transactions smoothly.
• Ensure compliance with company policies and procedures while setting high standards for staff.
• Manage scheduling and shift rostering to guarantee adequate staffing levels at all times.
• Facilitate communication between guests and other departments to meet guests’ needs efficiently.
• Prepare and review daily logs, operational reports, and necessary financial documentation.
• Encourage a positive and collaborative workplace environment to boost team morale and efficiency.

Requirements

• Bachelor’s degree in Hospitality Management or a related field preferred.
• Minimum of three years of experience in front office management or related roles.
• Excellent interpersonal skills, with a strong commitment to guest satisfaction.
• Demonstrated leadership ability with experience managing a team of staff.
• Strong problem-solving skills and ability to handle challenging guest situations calmly.
• Thorough knowledge of hotel operations, reservation systems, and front office products.
• Effective communication skills in both verbal and written forms.
• Ability to work flexible hours, including nights, weekends, and holidays as required.