Guest Service Team Leader

Description

The Guest Service Team Leader (GSTL) supervises front office, back office, and Lounge operations to ensure alignment with hotel standards. They focus on enhancing guest experiences and act as a role model, assisting the Assistant Guest Relations Manager in training and fostering team culture in line with the company’s core values. The GSTL is responsible for exceeding guest expectations, addressing concerns and complaints, managing work schedules, preparing reports, and coordinating with other departments. A strong understanding of property management systems (PMS) and standard operating procedures is essential. The GSTL also mentors and coaches junior associates.

Responsibilities and Duties

* Provide professional and efficient service to all guests, ensuring smooth communication between front office and other departments. * Deliver personalized service that exceeds guest expectations and creates a unique experience at the Serviced Suites. * Act as a role model, assisting in training and promoting company core values. * Manage room assignments, review arrivals, VIP preferences, amenities, and special requests, ensuring they are met. * Oversee room inventory, ensuring availability upon guest arrival. * Perform front office tasks such as registration, cashiering, and room assignments while adhering to credit policies. * Coordinate room-related site inspections and manage manual holds and work orders. * Monitor guest areas during high-traffic times, assisting staff and ensuring smooth operations. * Handle guest complaints and feedback, ensuring prompt service recovery. * Manage cashiering tasks, monitor due-out rooms, and ensure cash floats are intact. * Train and develop team members in hospitality, communication, and technical skills. * Assist in new hire training and orientation. * Maintain cleanliness and operational readiness of the Front Office, Lobby and Lounge * Organize quarterly guest activities and recommend ideas to enhance guest experiences. * Assist in food and beverage operations during breakfast service in the Lounge. * Perform administrative duties such as work schedules, timesheets, and monthly reports.

Qualifications and Requirements

* At least 3 years of experience in a senior front office role * Preferably from a deluxe premier hotel or serviced apartment * Strong background in guest or customer service

Working Condition

Working hours

5 days / 44 hours