Guest Experience Lead, Front Office (The Laurus)

About the role

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.

About you

• 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.