Guest Experience Expert - Team Leader (Front Office) 28O25

The role of a Guest Experience Expert - Team Leader (Front Office) is integral to the hospitality sector, focusing on enhancing customer experiences from the moment guests arrive. Serving as the point of contact, the position requires exemplary communication skills, attentiveness, and problem-solving capabilities to ensure guest satisfaction. This role not only involves direct interaction with guests but also includes overseeing the front office staff, ensuring efficient operations, and maintaining high standards of customer service. The Guest Experience Expert is pivotal in creating memorable experiences, resolving issues promptly, and facilitating smooth check-in and check-out processes. This leadership position is crucial for promoting a welcoming environment that encourages repeat visits and fosters customer loyalty.

Responsibilities

• Oversee daily operations of the front office to maintain efficiency and effectiveness.
• Lead and motivate the front office team to deliver exceptional guest experiences.
• Handle guest complaints and resolve issues promptly to ensure satisfaction.
• Coordinate with other departments to ensure guest requirements are met seamlessly.
• Train new staff members on company policies and guest interaction protocols.
• Monitor guest feedback and implement improvements based on constructive suggestions.
• Develop and maintain healthy relationships with both guests and team members.
• Assist in managing the booking systems and overseeing the reservation process.
• Ensure adherence to quality standards in every aspect of guest handling and service.
• Prepare and analyze daily, weekly, and monthly reports related to front office operations.
• Promote a positive working environment and encourage teamwork among staff.
• Continuously assess and improve the efficiency of guest service processes.

Requirements

• Bachelor's degree in Hospitality, Business Administration, or a relevant field preferred.
• Minimum of 3 years of experience in a front office or guest service role.
• Proven leadership experience with the ability to manage and motivate a team.
• Exceptional verbal and written communication skills are essential for this role.
• Strong organizational skills with attention to detail and multitasking capabilities.
• Ability to work flexible hours, including weekends and holidays, as needed.
• Proficiency in using hotel management systems and software applications.
• Excellent problem-solving skills with a focus on fostering positive guest experiences.
• Customer-oriented mindset, committed to making every guest feel valued and respected.
• Capable of standing for extended periods and performing physically demanding tasks.