Team Leader - Guest Services

Centro Hotels by Rotana; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hotel in Sharjah is seeking a passionate Team Leader - Guest Services to deliver exceptional customer service. In this role, you will ensure a memorable stay for guests by coordinating amenities and service expectations while leading guest relations with a focus on VIPs and club members. Ideal candidates should have a degree in hospitality, be fluent in English, and possess strong communication skills.

Qualifications

• Degree in hospitality required.
• Experience in Front Office Department essential.
• Fluency in English required.

Responsibilities

• Extend personal service and attention to all guests.
• Maintain up-to-date knowledge of hotel and local services.
• Review and prepare arrival reports for VIPs.

Skills

Customer Focus

Effective Communication

Problem Solving

Adaptability

Education

Degree in Hospitality

Tools

Opera

Job description

We are currently seeking passionate and dynamic guest-focused Front Office professionals who pride themselves on delivering extraordinary customer service and providing creative solutions to our guests.

As a Team Leader - Guest Services, you will be responsible for providing professional, customer-focused service to ensure a memorable stay for our guests. Your key responsibilities will include:

1. Extending personal service and attention to all guests, especially Club Rotana and VIP Guests.
2. Preparing and coordinating guest amenities, welcome letters, and fruit setups for VIPs and long-stay guests.
3. Maintaining up-to-date knowledge of hotel and local services, providing information, responding to guest queries, and promoting hotel facilities and sales.
4. Updating guest profiles using the Opera system.
5. Reviewing and preparing arrival reports for VIPs and special guests, highlighting them to management, and activating necessary services.
6. Blocking rooms according to guest expectations, utilizing guest history, and communicating special requirements to relevant departments.
7. Making courtesy calls and maintaining the daily call log as per guidelines.

Skills, Education, Qualifications & Experiences

You should have a degree in hospitality, with experience in the Front Office Department. Fluency in English, professional presentation, problem-solving skills, and computer literacy are essential. Knowledge of Opera is highly regarded.

Knowledge & Competencies

The ideal candidate will be experienced in Guest Relations and Executive Club operations, with excellent communication skills and a high level of customer care. You should be proactive, charismatic, approachable, and able to work under pressure in a fast-paced, multicultural environment. Key competencies include:

• Understanding Hotel Operations
• Effective Communication
• Business Planning
• Supervising People and Operations
• Understanding Differences and Teamwork
• Adaptability
• Customer Focus
• Drive for Results