TEAM LEADER FRONT OFFICE (Guest Services)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The Guest Services Team Leader is responsible for overseeing the day-to-day operations of the telephone and guest service center team ensuring all guest calls requests and communications are handled promptly professionally and courteously. The role ensures seamless coordination between departments timely guest assistance and maintenance of service standards in line with brand expectations.
Operational Responsibilities
Supervise daily operations of the Guest Service Centre (GSC) / Telephone Operations to ensure all calls requests and inquiries are handled efficiently and courteously.
Monitor call handling performance ensuring accuracy tone and brand-appropriate communication at all times.
Ensure all guest requests (housekeeping engineering transportation amenities etc.) are logged followed up and closed in the system within set timeframes.
Coordinate with other departments to ensure timely resolution of guest needs and smooth communication flow.
Maintain updated knowledge of hotel services facilities operating hours and local attractions for effective guest assistance.
Handle emergency calls according to hotel safety and security procedures (e.g. fire alarms medical situations).
Team Leadership
Lead train and motivate the Guest Service/Telephone team to deliver consistent high-quality service.
Conduct daily briefings and ensure team awareness of VIP arrivals in-house groups and special requests.
Monitor team performance and provide constructive feedback coaching and recognition.
Assist with duty scheduling attendance and leave planning to ensure optimal coverage.
Support the induction and training of new team members.
Qualifications :
Hotel Management Graduate
Minimum 3 years of experience
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Animal Care
- Human Resource Management
- Biomedical
- Ims
- ACCA
- Arbitration Law
About Company
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a com ... View more
