Guest Experience Leader

Roles and responsibilities

• Supervise front office operations during assigned shift.
• Supervise cashiering activities during shift.
• Keep updated on financial targets & compile occupancy statistics.
• Supervise Group Bookings
• Assist in handling guest complaints.
• Be familiar with property safety, first aid and fire and emergency procedures.
• Instructing staff in credit policies and cash security procedures
• Conduct job trainings in accordance with departmental standards
• Provide constructive feedback & assist in performance appraisal discussions.
• Enhancing team performance through coaching & advising the staff
  

What we need from you

• Communication skills – guests and colleagues will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Fluency in the English language - extra language skills would be great, but not essential
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers, especially our reservations system, Opera.
• Flexibility - night, weekend and holiday shifts are all part of the job
• You’ll have a high school diploma/qualification or a bachelor from university within a relatable field.
• Experience - ideally, you’ll have spent at least two year in a front desk or guest service position in a 5 star property
• Ability to work independently and within a team environment

Desired candidate profile

1. Customer Service Excellence

• Providing exceptional and personalized service to guests.
• Addressing guest inquiries, concerns, or feedback in a professional and timely manner.
• Anticipating guest needs and exceeding expectations.

2. Communication Skills

• Clear and effective verbal and written communication.
• Active listening to understand guest concerns and preferences.
• Conveying information about services, promotions, or policies confidently.

3. Problem-Solving and Conflict Resolution

• Handling guest complaints with empathy and tact.
• Identifying solutions to ensure guest satisfaction.
• Staying calm under pressure and resolving conflicts effectively.

4. Leadership and Team Coordination

• Guiding team members to deliver a consistent and superior guest experience.
• Acting as a role model for customer service excellence.
• Providing feedback and coaching to staff to improve service standards.

5. Interpersonal Skills

• Building rapport and trust with guests.
• Demonstrating empathy, patience, and a friendly demeanor.
• Adapting communication style to different personalities and cultures.

6. Time Management and Multitasking

• Balancing multiple guest interactions simultaneously.
• Prioritizing tasks to ensure a seamless guest experience.
• Managing schedules and deadlines effectively.

7. Attention to Detail

• Noticing and addressing small details that enhance the guest experience (e.g., cleanliness, ambiance).
• Ensuring that all guest preferences and requests are accurately noted and fulfilled.

8. Product and Service Knowledge

• In-depth understanding of the company’s offerings, services, and promotions.
• Educating guests about available options to enhance their experience.
• Staying updated on changes or new features.

9. Adaptability

• Handling dynamic and fast-paced environments with ease.
• Adapting to changing guest needs or unexpected situations.
• Learning and using new tools or systems for guest management.

10. Tech Savviness

• Proficiency in using customer relationship management (CRM) tools, point-of-sale (POS) systems, and other software.
• Leveraging technology to streamline the guest experience (e.g., mobile check-ins, surveys).

11. Emotional Intelligence

• Understanding and managing one’s emotions and those of others.
• Maintaining a positive attitude and high energy to create a welcoming environment.

12. Upselling and Revenue Generation

• Identifying opportunities to promote additional services or products that align with guest needs.
• Increasing revenue while maintaining a guest-focused approach.