Job Summary:
We are looking for a highly motivated and guest-focused professional to join our team as a Team Leader - Guest Services. In this role, you will ensure that all guests, particularly VIPs and long-stay guests, receive top-tier service. You will lead the guest services team in providing personalized, high-quality experiences while supporting the operational efficiency of the Front Office.

Responsibilities:

• Provide personalized service to all guests, with special attention to VIPs and Club-level guests.
• Coordinate and distribute guest amenities, welcome letters, and special setups for VIP and long-stay guests.
• Maintain and update guest profiles using the Opera system, ensuring accurate and detailed information.
• Review daily arrival reports, highlighting VIPs and special-status guests, and ensure proper communication with all relevant departments.
• Allocate and block rooms according to guest preferences, leveraging guest history to meet expectations.
• Ensure all guest requests and needs are met promptly and courteously, enhancing guest satisfaction.
• Perform daily courtesy calls to guests, recording all interactions in the call log as per hotel standards.
• Act as the main point of contact for guest inquiries, providing information on hotel services and local attractions.
• Support the team in handling guest complaints and resolving issues to ensure a seamless guest experience.
• Promote inter-hotel services and in-house facilities to guests, contributing to the hotel’s overall sales efforts.
• Supervise the guest services team, ensuring adherence to hotel policies and maintaining a high level of professionalism.
• Monitor the cleanliness and organization of the Front Office and lobby areas to ensure a welcoming atmosphere.

Requirements:

• A degree in hospitality or related field, with prior experience in the Front Office or Guest Services department within a hotel.
• Strong command of English, both written and spoken, with immaculate personal presentation.
• Excellent problem-solving abilities and the capacity to handle guest concerns swiftly and effectively.
• Proficient in hotel management software, particularly Opera, with the ability to update and manage guest profiles.
• Strong leadership skills, with experience supervising teams in a fast-paced, customer-focused environment.
• Exceptional communication and interpersonal skills, with a proactive and outgoing personality.
• Ability to work under pressure while maintaining a calm and professional demeanor.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• A passion for delivering exceptional guest service, with a focus on creating memorable guest experiences.
• Familiarity with local attractions and services, to assist guests with inquiries and promote in-house offerings.