Guest Experience Lead, Front Office (The Laurus)

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 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.