TEAM LEADER - FRONT OFFICE (Guest Services)

Company Description

Join

us at Accor,

where

life pulses

with

passion!

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 common ambition: to keep innovating and challenging the status-quo.By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality

is

a

work

of

heart

,

Join

us and

become

a

Heartist

®.

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 GraduateMinimum 3+ years of experience