Job Summary:

We are seeking a service-driven and experienced Guest Experience Lead (Front Office) to join our team. This role is responsible for overseeing daily front desk operations, ensuring smooth check-in and check-out processes while maintaining exceptional service standards. You’ll play a key role in guiding the Front Office team, resolving complex guest situations, and ensuring a seamless and memorable arrival and departure experience for all guests.

Key Responsibilities:

Supervise daily Front Office operations and support Guest Experience Specialists during peak periods.

Ensure efficient and professional check-in and check-out processes for all guests.

Handle escalated guest inquiries, complaints, and service recovery situations promptly and professionally.

Monitor room assignments and coordinate with Housekeeping to ensure room readiness.

Ensure guest profiles, reservations, and billing information are accurately maintained in the system.

Support upselling initiatives and promote hotel services and amenities.

Provide guidance, coaching, and on-the-job support to Front Office team members.

Maintain guest recognition programs and ensure VIP guests receive appropriate attention.

Monitor service standards and ensure consistency in guest interactions.

Coordinate with other departments to ensure seamless guest experiences.

Assist with shift operations, reporting, and other duties assigned by supervisors or management.

Requirements:

Minimum Diploma in Hotels/Hospitality Management or equivalent. 

Minimum 2–3 years of experience in Front Office or guest services within the hospitality industry.

Prior supervisory or team leadership experience is an advantage.

Strong communication, interpersonal, and problem-solving skills.

Ability to remain calm and professional when handling guest escalations.

Proficiency in Opera PMS or similar hotel management systems.

Strong organizational skills and attention to detail.