Team Leader Guest Services

About the Role

Rotana Hotels is seeking a Team Leader Guest Services to join its Front Office team in Riyadh, Saudi Arabia. This full-time position is for professionals focused on delivering high-quality guest services and providing effective solutions to ensure a memorable experience for all guests.

Role Purpose

The primary purpose of this role is to lead the guest services function, ensuring professional and customer-focused interactions. The Team Leader is responsible for overseeing daily operations that contribute to a positive and memorable stay for every guest, particularly focusing on personalized attention and efficient service delivery within the hotel environment.

Key Responsibilities

• Provide personal service and attention to all guests, with specific 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 hotel and local services, provide information, respond to guest queries, and promote inter-hotel sales and in-house facilities.
• Maintain and update guest history profiles using the Opera guest profile system.
• Review and prepare next day’s arrival reports for VIPs and guests with special status, ensuring these are highlighted to management and necessary related functions are activated.
• Block rooms, ensuring allocation aligns with guest expectations by utilizing guest history, and communicate any special requirements to all related departments.
• Conduct courtesy calls and complete the daily call log according to established guidelines.

Qualifications and Experience

• A degree in the hospitality field is preferred.
• Previous experience of 2-5 years in a Front Office Department within a hotel environment.

Required Skills and Attributes

• Immaculate personal presentation.
• Demonstrated ability to solve problems effectively.

Work Location

This full-time position is based in Riyadh, Saudi Arabia.