Guest Relations Team Leader

🚨 We’re Hiring | Guest Relations Team Leader

We are looking for an experienced and guest-focusedGuest Relations Team Leaderto lead our Guest Relations Agents and Guest Ambassadors teams and help us deliver an exceptional, consistent, and personalized guest experience.

🎯 About the Role

As aGuest Relations Team Leader, you will own the end-to-end guest experience across digital and on-ground touchpoints, while leading the team, driving upselling performance, and ensuring seamless collaboration with Operations.

🔑 Key Responsibilities

Lead, coordinate, and oversee the daily activities ofGuest Relations Agents and Guest Ambassadors.

Ensure a consistent, professional, and personalized guest experience across all communication channels and on-ground interactions.

Monitor and driveupselling performance, focusing on value-driven offers and experiential upgrades.

Maintain continuous coordination with theOperations teamto ensure guest expectations, unit readiness, schedules, and special requirements are aligned.

Oversee complex guest issues and escalations, ensuring timely resolution and high guest satisfaction.

Monitor team performance, provide regular coaching and feedback, and support team development.

Ensure all guest-facing communication, behavior, appearance, and interactions reflectbrand standards.

Identify opportunities to improve service quality, team efficiency, guest satisfaction, and revenue performance.

👤 What We’re Looking For

• Previous experience inGuest Relations, Hospitality, Customer Experience, or a similar role.
• Proven experience inteam leadership or supervision.
• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Customer-focused mindset with strong attention to detail.
• Commercial awareness and understanding ofupselling techniques.
• Ability to work in a fast-paced environment and coordinate effectively with multiple teams.
• Strong organizational and leadership skills.
• Professional English communication skills.

Requirements

• 2–4 years of experiencein Guest Relations, Hospitality, Customer Experience, or a similar role.
• Previous experience in aTeam Leader / Supervisorposition, preferably in hospitality or serviced apartments.
• StrongEnglish communication skills, both written and verbal.
• Excellentcommunication, interpersonal, and problem-solving skills.

• Strong ability tohandle guest complaints and escalationsprofessionally.
• Proven ability tolead, coach, and motivate a team.
• Good understanding ofupselling and revenue-generation techniques.
• Strongorganizational and time-management skills, with the ability to manage multiple priorities.
• Ability to work closely withOperations and cross-functional teams.
• High attention to detail and a strongguest-first mindset.

• Ability to work in afast-paced hospitality environmentand handle pressure effectively.
• Professional appearance and behavior with strongbrand representation skills.