Team Leader - Guest Services

Overview

We are looking for enthusiastic and customer-oriented Front Office professionals who excel at delivering exceptional service and finding innovative solutions for guests. As a Team Leader - Guest Services, you will ensure every guest has a memorable stay by leading and coordinating guest services with special attention to VIP and Club Rotana guests.

Key Responsibilities

• Deliver personalized and attentive service to all guests, focusing on VIPs and Club Rotana members.
• Organize and manage distribution of guest amenities, welcome letters, and fruit arrangements for VIP and long-stay guests.
• Keep updated on hotel services and local attraction information to answer guest inquiries, while promoting internal services and cross-selling hotel facilities.
• Update and maintain guest profiles in the Opera system to reflect accurate history and preferences.
• Prepare reports on next day VIP arrivals and guests with special status; inform management and coordinate relevant departments for seamless service.
• Manage room block allocations tailored to guest expectations using guest history data; coordinate with departments to accommodate special requests.
• Make courtesy calls to guests and maintain daily call logs according to established protocols.

Qualifications and Experience

• A degree in hospitality or a related field is preferred.
• Previous relevant experience in a hotel Front Office department is essential.
• Fluency in both written and spoken English is required.
• Professional appearance and excellent problem-solving capabilities.
• Computer proficiency; familiarity with the Opera property management system is highly desirable.

Skills and Competencies

• Strong knowledge of guest relations and Executive Club operations.
• Excellent communication and presentation skills.
• Customer-oriented mindset with proactive, outgoing, and approachable personality.
• Ability to perform and make decisions efficiently under pressure in a dynamic environment.
• Teamplayer comfortable working within a multi-cultural staff and guest environment.
• Additional competencies include understanding hotel operations, effective communication, business planning, supervision skills, cultural awareness, adaptability, customer focus, teamwork, and a drive for results.