Customer Experience Lead

Job Description

Job Description: Team Leader Customer Service / Guest Experience Location: [Hotel Location] Department: Front Office / Guest Relations / Customer Experience Reports to: Guest Relations Manager / Customer Experience Manager Shift: Rotational Shifts (including weekends and holidays) Job Summary: We are looking for an experienced and passionate Team Leader to join our Customer Service / Guest Experience department. The ideal candidate will have a proven track record of 34 years in team management, ideally within the hospitality industry. You will lead a team of 56 agents and ensure our guests receive exceptional service at every touchpoint. Your leadership will be instrumental in delivering memorable experiences, resolving guest concerns, and driving team performance. Key Responsibilities: - Supervise and support a team of 56 guest experience/customer service associates during rotational shifts. - Monitor and manage daily team performance to ensure high-quality and timely guest service. - Handle escalated guest concerns and provide effective resolutions to ensure satisfaction. - Conduct regular performance evaluations, coaching sessions, and feedback discussions to drive continuous improvement. - Ensure adherence to company policies, procedures, and service quality standards. - Coordinate with departments such as housekeeping, front office, and F&B to ensure seamless guest experiences. - Maintain daily shift reports, handovers, and escalate critical issues to senior management. - Facilitate daily team briefings and ensure timely communication of important updates. - Analyze guest feedback from reviews and surveys and implement corrective actions where necessary. - Promote a culture of warmth, responsiveness, and guest-first attitude among the team. Candidate Profile: - Graduation in Hospitality, Hotel Management, or a related discipline preferred. - 34 years of experience in team management, preferably in the hospitality, hotel, or service industry. - Experience working in UK or Australian customer service processes is required. - Proven leadership skills with the ability to motivate and develop team members. - Strong communication and interpersonal skills. - Ability to remain calm and professional in high-pressure situations. - Hands-on experience with hotel management systems and Microsoft Office Suite. - Willingness to work rotational shifts, including weekends and holidays. - A customer-centric mindset with strong problem-solving abilities. What We Offer: - A dynamic and supportive work environment in a reputed hospitality brand. - Opportunities for professional development and career advancement. - Employee recognition programs and performance-based incentives.