Guest Experience Lead, AYS (The Laurus)

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 overseeing daily AYS operations, ensuring guest communications, service requests and operational coordination are managed efficiently and professionally. You'll play a key role in supporting Guest Experience Specialists, handling escalated guest situations, maintaining service standards, and ensuring seamless communication across departments to enhance the overall guest experience.

Key Responsibilities:

• Oversee daily At Your Service operations and support Guest Experience Specialists during peak periods.
• Ensure guest communications and service requests are handled efficiently, accurately and professionally.
• Act as the primary point of contact for escalated guest inquiries, complaints and service recovery situations.
• Coordinate guest requests and operational communications with relevant departments to ensure seamless service delivery.
• Monitor guest request completion and follow-through to ensure guest satisfaction.
• Manage VIP guest arrangements, special requests and personalized service requirements.
• Support training, coaching and on-the-job guidance for Guest Experience Specialists.
• Monitor service standards and ensure consistency across all guest interactions.
• Maintain accurate records of guest communications, requests and operational updates.
• Identify operational challenges and collaborate with stakeholders to improve service efficiency.
• Provide support for system issues, reservation discrepancies and operational escalations.
• Assist with operational reporting and other duties assigned by supervisors or management.

Requirements:

• Minimum Diploma in Hotels/Hospitality Management or equivalent.
• Minimum 2-3 years of experience inhospitality, guest services or call centre operations within a hospitality environment.
• Previous 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 and call centre systems.
• Strong organizational skills and attention to detail.