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- Tasks: Lead a dynamic team to enhance guest experiences and resolve concerns.
- Company: Join a prestigious hospitality brand known for exceptional service.
- Benefits: Competitive pay, career growth, and a vibrant work environment.
- Why this job: Be a key player in creating unforgettable stays for guests.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Opportunity to mentor and develop junior team members.
The predicted salary is between 24000 - 36000 £ per year.
Guest Service Team Leader (GSTL) assists the Manager in leading the team of front office, back office, and Pacific Lounge functions, in accordance with Pan Pacific Service Suites standards. GSTL must be a friendly, approachable individual and possess excellent communication and problem-solving skills. He/she is responsible for increasing overall guests' stay experience and portraying a role model, assisting the Assistant Guest Relations Manager to train and drive the culture of the team along with the Company’s Core Values. Responsible for meeting guest needs and exceeding guest expectations, addressing and rectifying guest concerns and complaints, and performing office duties such as associate work schedules, monthly reports, and coordinating with other departments.
A competent working knowledge of the property management systems (PMS) and Standard Operating Procedures are required. GSTL is responsible for mentoring and coaching junior associates.
Primary Responsibilities:- Provide professional, courteous, and efficient service to all internal and external guests in line with the Standard Operating Procedures.
- Ensure a high level of liaison is maintained between front office and all other departments within the hotel.
- Project a professional, business-like appearance by adhering to the uniform and personal hygiene guidelines.
- Allocate room assignments, review arrivals, VIPs, amenities, and special requests.
- Coordinate and communicate with relevant departments to ensure all preferences and special requests are met.
- Assist the Manager in providing direction and management of room inventory for the Front Office.
- Deliver a level of personalised service that exceeds guest expectations.
- Coordinate rooms related site inspections required by Sales.
- Monitor the ‘Manual Hold’ and ‘Work Order’ rooms.
- Be present in the guest area during high traffic times to assist front office employees and ensure smooth operations.
- Handle guest complaints and feedback, taking necessary steps for service recovery.
- Ensure that DM log is accurately updated.
- Monitor daily and monthly enrollment in the DISCOVERY Loyalty Program.
- Check and verify Guest Service Ambassador cashiering and due out at the end of every shift.
- Monitor due out rooms for the day and ensure they are cleared by the end of the shift.
- Work closely with the Housekeeping Team to identify discrepancies.
- Assist the Manager in training the team to the highest possible standard.
- Ensure training is provided for technical, hospitality, communication, management, and organizational skills.
- Assist in orientation and training of new hires.
- Undertake any other tasks and assignments assigned by the Assistant/Manager of Front Office.
- Ensure efficiency and maintenance of operational readiness of equipment and supplies.
- Maintain the overall cleanliness of the Front Office, Lobby, Pacific Lounge, and Living Room.
- Plan, organize, and coordinate quarterly activities for guests and recommend ideas to enhance guest stay experience.
- Continuously strive and monitor Front Office objectives such as TripAdvisor and TrustYou.
- Perform other office duties such as associate work schedules and monthly reports as required.
- Ensure that all Key Policies are enforced and adhered to.
- Enforce and comply with Rules and Regulations stipulated in the Employee handbook.
- Perform other duties assigned by Management from time to time.
- Attend Workplace Safety and Health meetings as deemed suitable by management.
Guest Service Team Leader employer: PAN PACIFIC SERVICED SUITES BEACH ROAD
Contact Detail:
PAN PACIFIC SERVICED SUITES BEACH ROAD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Service Team Leader
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with guests and what values they promote. This will help you tailor your responses and show that you're a great fit for the team.
✨Tip Number 2
Practice your communication skills! As a Guest Service Team Leader, you'll need to be friendly and approachable. Try role-playing common guest scenarios with a friend to boost your confidence and refine your problem-solving skills.
✨Tip Number 3
Be ready to showcase your leadership abilities. Think of examples where you've mentored or trained others, and be prepared to discuss how you can drive the team culture in line with the company's core values during your interview.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for the role and the company. Let's get you that job!
We think you need these skills to ace Guest Service Team Leader
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your friendly and approachable nature shine through. We want to see the real you, so don’t be afraid to inject a bit of personality into your cover letter and CV!
Tailor Your Application: Make sure to customise your application to highlight your relevant experience and skills that align with the Guest Service Team Leader role. Mention any specific examples of how you've exceeded guest expectations in the past – we love a good story!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points for your skills and experiences to make it easy for us to read. Remember, we’re looking for excellent communication skills, so show us you can communicate effectively right from the start!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at PAN PACIFIC SERVICED SUITES BEACH ROAD
✨Know the Company Culture
Before your interview, take some time to research Pan Pacific Service Suites and their core values. Understanding their culture will help you align your answers with what they value in a Guest Service Team Leader, showing that you're not just a fit for the role but also for the company.
✨Showcase Your Communication Skills
As a GSTL, excellent communication is key. Prepare examples from your past experiences where you effectively resolved guest complaints or improved guest satisfaction. This will demonstrate your problem-solving skills and ability to maintain a high level of service.
✨Be Ready to Discuss Team Leadership
Since you'll be mentoring and coaching junior associates, think of specific instances where you've successfully led a team or trained others. Highlight your approach to fostering a positive team culture and how you embody the role model aspect of the position.
✨Familiarise Yourself with PMS
A competent working knowledge of property management systems (PMS) is essential. Brush up on your understanding of these systems and be prepared to discuss how you've used them in previous roles. This will show that you're ready to hit the ground running and can manage front office tasks efficiently.
