Team Leader - Guest Services

Job Overview

We are looking for an enthusiastic and customer-centric Front Office professional to join us as a Team Leader in Guest Services. The successful candidate will be committed to delivering exceptional customer service and crafting memorable experiences for our guests at Rotana Hotels.

Key Responsibilities

• Provide personalized attention and high-quality service, especially to Club Rotana members and VIP guests.
• Organize and manage distribution of guest amenities, welcome communications, and fruit arrangements for VIP and long-stay visitors.
• Maintain current knowledge about hotel and local amenities, respond to guest inquiries, and promote hotel sales and facilities.
• Update and maintain guest profiles using the Opera system.
• Prepare and review daily arrival reports highlighting VIPs and special guests, coordinating with management and other departments as needed.
• Manage room blockings based on guest expectations and history, ensuring communication across departments about any special requirements.
• Conduct courtesy phone calls to guests and maintain daily call logs according to established protocols.

Qualifications and Experience

• Degree in hospitality or related field preferred.
• Prior experience working in the Front Office department of a hotel.
• Fluent in both written and spoken English with impeccable presentation skills.
• Ability to effectively solve problems and be computer proficient; knowledge of the Opera system is a significant advantage.

Skills and Competencies

• Strong guest relations and experience managing Executive Club operations.
• Excellent communication and presentation skills.
• Proactive, dynamic, approachable, and charismatic personality.
• Ability to perform well under pressure in a fast-paced environment.
• Team player who enjoys working with multicultural teams and clientele.

Additional Competencies

• Comprehensive understanding of hotel operations.
• Effective communication and business planning.
• Personnel supervision and operational oversight.
• Adaptability and teamwork.
• Customer focus and a result-driven mindset.