Guest Experience Team Leader

Description

As a Guest Experience Team Leader, you will be instrumental in ensuring our guests enjoy a seamless and extraordinary stay at our property. Your primary responsibility will involve overseeing and coordinating every aspect of the guest experience, from anticipating their needs to surpassing their expectations. Your skill in providing warm, welcoming, and personalized service will be crucial in enhancing guest satisfaction and fostering brand loyalty. Nextbeat Singapore Pte.Ltd. EA License Number: 22C1267

Responsibilities and Duties

* Establish meaningful connections and maintain strong relationships with guests by promptly and professionally addressing their inquiries, concerns, and feedback. * Actively seek opportunities to enhance the guest experience throughout their stay. * Coordinate efforts across departments to create memorable experiences for guests celebrating special occasions. * Organize meet-and-greet services for VIP arrivals. * Develop and nurture relationships with VIP and Special Attention guests by recognizing their preferences and ensuring they receive extra attention and special treatment. * Anticipate and manage the needs of VIP guests, providing personalized services and special arrangements to create unforgettable moments. * Assist with room reservations and facilitate in-room check-ins. * Continuously explore ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives. * Collaborate with various departments to ensure seamless guest experiences across all touchpoints, including Front Desk, Concierge, Housekeeping, and In-Room Dining. * Lead and inspire a team of Guest Experience Executives/Interns to deliver exceptional service, providing guidance and training while setting clear performance expectations to foster a culture of excellence. * Demonstrate effective problem resolution skills, handling challenging situations with poise and tact while focusing on a solution-oriented approach and a commitment to guest satisfaction. * Conduct regular evaluations of guest interactions and review feedback to identify trends and areas for improvement, taking corrective actions and implementing strategies to maintain the highest levels of guest satisfaction.

Qualifications and Requirements

* Bachelor’s degree or diploma in Hospitality Management, Business Administration, or a related field preferred. * Proven experience in luxury hospitality, particularly in front office or a similar role, with a strong track record. * Exceptional interpersonal skills, with the ability to engage and connect with guests from diverse backgrounds. * Demonstrated problem-solving abilities and a proactive approach to ensuring guest satisfaction. * Impeccable attention to detail and a passion for creating memorable guest experiences. * Excellent written and verbal communication skills, with fluency in English. * Familiarity with hotel management systems is a plus.

Working Condition

Leaves

14 days

Working hours

5 days / 44 hours (ability to work on a rotating shift basis, including weekends, and public holidays)

Other benefits

Opportunities for career advancement A unique and strong organizational culture Industry-leading training programs Paid holidays and vacation time Dental and medical/life insurance coverage Employee service awards and birthday gifts Annual employee parties, social gatherings, and sporting events Complimentary meals in the dedicated employee restaurant