Guest Experience Expert - Team Leader (Front Office) (225-622)

The position of Guest Experience Expert - Team Leader (Front Office) is pivotal for creating a welcoming and memorable arrival experience for every guest. The role requires a dynamic individual with leadership qualities to manage and inspire a front office team. This expert is responsible for overseeing guest check-in and check-out procedures, ensuring all guest inquiries and complaints are handled professionally and promptly, and maintaining an exceptional standard of hospitality. As a vital face of the hotel, the Guest Experience Expert will ensure that operations run smoothly, supporting the team in providing exemplary service while actively participating in developing strategies to enhance the guest experience. The role requires a visionary thinker capable of anticipating guest needs and leading a team to surpass expectations consistently.

Responsibilities

• Lead and manage a team of front office staff to ensure efficient operations.
• Welcome and register guests, addressing special requests and preferences.
• Assist in developing protocols to enhance the overall guest experience significantly.
• Manage check-in and check-out procedures to optimize guest satisfaction.
• Address guest complaints and resolve issues promptly and professionally.
• Maintain and adhere to quality service standards across all front office activities.
• Conduct regular training sessions for team members to improve service delivery.
• Analyze guest satisfaction feedback to make informed service improvements.
• Collaborate with other departments to ensure seamless guest service delivery.
• Oversee and manage the daily operations of the front office department.
• Prepare and present reports on front office performance and guest experiences.
• Ensure that all financial transactions and billing are handled accurately.

Requirements

• Bachelor's degree in Hospitality Management, Business, or a related field preferred.
• Minimum of three years’ experience in front office or guest service roles.
• Proven leadership skills with experience managing a team of service staff.
• Excellent communication and customer service abilities essential for success.
• Strong problem-solving skills with a focus on delivering innovative solutions.
• Proficiency with hotel management software and reservation systems desirable.
• Flexibility to work various shifts, including evenings, weekends, and holidays.