Job Summary:
We are looking for a highly motivated and service-oriented Team Leader - Guest Services to oversee daily operations at the Front Office. This role ensures exceptional guest experiences through personalized attention, coordination of VIP services, and smooth execution of front office functions, with a focus on guest satisfaction and team leadership.

Responsibilities:

• Provide personalized service to all guests, especially VIPs and long-stay guests, ensuring a memorable experience.
• Prepare and coordinate the distribution of guest amenities, welcome letters, and special arrangements for VIP guests.
• Maintain up-to-date knowledge of hotel services, local attractions, and facilities, supplying accurate information to guests.
• Review and manage the guest profile system, updating preferences and special requirements in Opera for VIPs and long-stay guests.
• Prepare arrival reports for VIP guests and ensure all departments are aware of any special requirements.
• Oversee the room allocation process, ensuring guest preferences are met and communicating needs to relevant departments.
• Conduct courtesy calls and follow the established protocol for guest follow-ups, ensuring any issues are addressed promptly.
• Assist in resolving guest complaints and handle complex situations with a high degree of professionalism.
• Monitor and support front office operations, ensuring compliance with hotel standards and operational guidelines.
• Lead and motivate front office staff, providing training and guidance to ensure exceptional service standards.

Requirements:

• Proven experience in Front Office or Guest Services roles, preferably in a leadership capacity.
• Strong leadership and communication skills with the ability to manage a diverse team effectively.
• High proficiency in using Opera or other hotel management software.
• Problem-solving skills with the ability to remain calm and professional in high-pressure situations.
• Immaculate personal presentation and a friendly, approachable demeanor.

Level of Education:

• Degree or diploma in hospitality management or a related field.

Work Hours:

• Full-time position with flexibility to work shifts, weekends, and public holidays as required.

Experience in Months:

• Minimum of 24 months of experience in a front office supervisory role.