Guest Experience Expert - Team Leader (Front Office) (225-906)

As a Guest Experience Expert - Team Leader for the Front Office, you will play a pivotal role in ensuring that every guest enjoys an exceptional experience from the moment they arrive until their departure. This position requires a dynamic individual with a passion for hospitality, a keen eye for detail, and a commitment to delivering unparalleled service. As the leader of the front office team, you will guide and mentor team members, fostering an environment that prioritizes guest satisfaction and operational efficiency. Your ability to handle complex situations with poise, articulate effective communication with guests and staff, and proactively solve problems will be crucial to your success. This role requires a balance of leadership skills and administrative capabilities, ensuring that the front office operates smoothly and exceeds guest expectations. An ideal candidate will possess strong interpersonal skills, a collaborative spirit, and an unyielding dedication to transforming guest interactions into memorable experiences.

Responsibilities

• Lead, train, and motivate front office staff to deliver exceptional guest service.
• Oversee daily front office operations to ensure smooth and efficient processes.
• Manage check-in and check-out procedures to optimize guest experience.
• Handle guest complaints and concerns promptly, resolving issues to satisfaction.
• Coordinate with housekeeping to ensure room availability and cleanliness standards.
• Develop and implement guest service strategies and enhancements to improve satisfaction.
• Maintain accurate records of reservations, guest profiles, and billing information.
• Conduct performance evaluations and provide feedback to front office personnel.
• Ensure compliance with health and safety regulations within the front office area.
• Implement cost control measures to enhance department efficiency and profitability.
• Assist guests with special requests and personalizing their stay to elevate experience.
• Foster a culture of teamwork and collaboration within the front office team.

Requirements

• Bachelor’s degree in Hospitality Management or a related field preferred.
• Minimum of 3 years of experience in a front office or hospitality role.
• Proven leadership abilities with a track record of team development.
• Exceptional communication skills, both verbal and written, are essential.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Proficiency with front office systems and hotel management software required.
• Commitment to delivering top-tier customer service and enhancing guest satisfaction.