Team Leader Guest Services

About the Role

Rotana Hotels is seeking a Team Leader Guest Services to join its Front Office team in Al Khobar, Eastern region. This full-time position is for a guest-focused professional responsible for delivering professional and customer-focused service. The primary objective is to ensure guests experience a positive and memorable stay by providing high levels of service and effective solutions.

Key Responsibilities

• Provide personal service and attention to all guests, with particular emphasis on Club Rotana and VIP Guests.
• Prepare and coordinate the distribution of guest amenities, welcome letters, and fruit setups for VIPs and long-stay guests.
• Maintain current knowledge of the hotel and local services, supply information, respond to guest queries, and promote inter-hotel sales and in-house facilities.
• Maintain and update guest history profiles through the Opera guest profile system.
• Review and prepare next day’s arrival reports for VIPs and guests accorded special status, ensuring these are highlighted to management and necessary related functions are activated.
• Block rooms, ensuring allocation aligns with guest expectations, utilizing guest history, and communicating with all related departments to create awareness of any special requirements.
• Conduct courtesy calls and complete the daily call log as per established guidelines.

Qualifications and Experience

• A degree in the hospitality field.
• Previous experience of 2-5 years in a Front Office Department within a hotel environment.
• Proficiency in computer systems; knowledge of Opera is highly regarded.
• Well-versed in Guest Relations and Executive Club operations.

Required Skills and Competencies

• Immaculate personal presentation.
• Ability to solve problems effectively.
• Excellent presentation and communication skills.
• High aptitude for customer care.
• Proactive and attentive approach to work.
• Ability to work effectively under pressure in a fast-paced environment.
• Strong teamwork skills, thriving in a multi-cultural team and guest environment.
• Demonstrated competencies in: Understanding Hotel Operations, Effective Communication, Planning for Business, Supervising People, Understanding Differences, Supervising Operations, Teamwork, Adaptability, Customer Focus, and Drive for Results.

Work Environment

This is a full-time position based in Al Khobar, within the Eastern region. The role involves working as part of a dynamic Front Office team, interacting with a diverse range of guests and colleagues in a fast-paced hospitality setting.

Application

Candidates meeting the above requirements are encouraged to apply.