TEAM LEADER - FRONT OFFICE (Guest Services)

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.

Hotel Management Graduate

Minimum 3+ years of experience