Job Summary:

We are seeking a service-driven and proactive Guest Experience Lead (At Your Service) to join our team. This role is responsible for supporting the daily operations of the AYS team, ensuring guest communications and service requests are handled efficiently and professionally. You’ll play a key role in maintaining service excellence, guiding team members, and resolving complex guest situations to enhance the overall guest experience.

Key Responsibilities:

Assist GES team members during peak periods.

Answer incoming calls and respond promptly to guest inquiries.

Assist with room reservation requests, modifications, and confirmations.

Relay guest requests and coordinate service with relevant departments.

Handle escalated guest inquiries, complaints, and urgent service recovery situations.

Provide general information about hotel facilities, services, and local attractions.

Handle wake-up call scheduling, call transfers, and message taking accurately.

Manage and coordinate guest special requests and VIP pre-arrival arrangements.

Support basic training and mentoring of new team members.

Ensure guest communications are properly logged and followed through.

Provide real-time support for system issues and reservation discrepancies.

Uphold service excellence and consistency across all guest interactions.

Requirements:

Minimum Diploma in Hotels/Hospitality Management or equivalent. 

Minimum 2 years of experience in hospitality or customer service roles, preferably in 5-star hotels.

Strong communication, problem-solving, and coordination skills.

Proficient in Opera PMS and call centre systems.