Guest Experience Lead (Front Office)

Job Summary:

We are seeking a motivated and guest-focused Guest Experience Lead (Front Office) to join our team. This role is responsible for supervising daily Front Office operations, ensuring smooth coordination across departments, and maintaining high levels of guest satisfaction. You’ll play a key role in guiding the team to deliver seamless service experiences while supporting operational efficiency and revenue opportunities.

Key Responsibilities:

• Perform professional check-in and check-out procedures to ensure high guest satisfaction.

• Coordinate effectively within the Front Office and with other departments, especially Housekeeping, to ensure seamless guest experiences.

• Manage room controlling duties based on occupancy forecasts, VIP arrivals, group check-ins, and special requests.

• Promote a sales-driven culture within the Front Office team and maximize resort-wide sales opportunities.

• Maintain confidentiality of guest information and business practices.

• Support supervisory functions including staff rostering, room assignments, requisition orders, and basic training or coaching.

• Manage guest recognition programs and ensure accurate reporting.

Requirements:

• Minimum Diploma in Hotels/Hospitality Management or equivalent.

• Minimum 2 years of experience in the hospitality industry, preferably in 5-star hotels.

• Strong interpersonal skills with strong multitasking, time management, and problem-solving abilities.

• Knowledge of supervisory functions such as rostering, room assignments, and basic coaching.

• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).