Guest Experience Expert - Team Leader (Front Office)

Job Description

We are seeking a dynamic and experienced Guest Experience Expert - Team Leader for our Front Office to join our team and lead our guest services to the highest levels of satisfaction. The core responsibility of this role is to foster a warm, welcoming environment and ensure a seamless and exceptional experience for every guest. The ideal candidate will possess excellent interpersonal and leadership skills, enabling them to inspire and manage a diverse team effectively. Alongside the senior management, you will develop strategies to enhance guest experiences, addressing concerns and improving service standards. Your ability to resolve issues promptly and cultivate a positive work environment will be pivotal in setting your team up for success. Keeping a close eye on operation processes, you will strive for efficiency, delivering on the brand promise by consistently exceeding guest expectations. Your leadership will ensure that every guest leaves with a lasting positive impression, reinforcing brand loyalty.

Responsibilities

• Lead the front office team to deliver unmatched guest experience every day.
• Motivate and guide team members towards achieving guest satisfaction objectives.
• Develop and implement efficient check-in and check-out processes.
• Address and resolve guest complaints with tact and professionalism.
• Coordinate closely with housekeeping to accommodate special guest requests.
• Regularly review guest feedback to identify areas for improvement.
• Ensure compliance with safety and security protocols in all operations.
• Assist in training and development programs to upskill the front office team.
• Work with management to establish strategic initiatives for enhancing guest experiences.
• Maintain accurate records of front desk operations and important guest data.
• Provide reports on operational performance and guest satisfaction metrics.
• Organize and lead daily briefings to update the team on daily tasks.

Requirements

• Minimum of three years' experience in hospitality management or front office.
• Bachelor's degree in hospitality management or related field preferred.
• Proven track record of successfully leading a guest service team.
• Strong interpersonal skills with a flair for guest satisfaction.
• Exceptional problem-solving abilities with a proactive approach.
• Excellent verbal and written communication abilities are essential.
• Proficiency in hotel management software and standard computer applications.
• Availability to work flexible hours, including weekends and holidays.