Guest Service Team Leader

2 months ago


Thailand Capella Hotel Group Full time

THA_
- _Salary_
- _Full Time_
- _5 Days Work Week / Annual Vacations / Provident Fund / Health and Life Insurance / Social Security / Uniforms / Duty Meal_

**Position Overview**

The Guest Service Team Leader is a passionate and dynamic guest focused with a warm professional friendly manner presented, who pride themselves on their ability to deliver stellar levels of customer service and create memorable hospitality experiences to all of our guests throughout their stay with our service promise.

The Guest Service Team Leader responsible for welcoming all guests to the hotel, bidding them with a fond farewell and offer assistance to all guests at all times. As well as supervision of all Guest Service team members' performance in ensuring guest transportation, storing guest luggage, letter, parcel or any of guest inquiries.

**The Role**
- Be responsible for all Guest Services operation. Manage Guest Services team by assigning duties and supervising day-to-day work.
- Commit to service excellence and inspire team members to put the guests as their top priority.
- Be able to perform all Guest Services tasks and ensure team operates according to hotel policy and standard.
- Perform and ensure all Guest Services team be able to orienting guest with the guest room features, in room facilities, hotel venues and emergency procedures as required.
- Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Communicate this to Guest Service team and all Front of House members so they can supply information and respond to guest queries.
- Be the champion of Bangkok city, to know everything you need to know about city and be able to offer guests with reliable and personalize suggestion about their request e.g. local tourist spots, places to dine, shop and sight-see.
- Stay update on what's happening in Bangkok and provides guests with information. Be fully acquainted with the different points of interest within the surrounding area of the hotel and local attraction.
- Conduct and assist in the proper training to all Guest Services team members and other sections in Front of House to increase Front of House team performance.
- Ensure all guests are greeted upon arrival and departure in a professional friendly manner.
- Ensure guests are greeted in the lobby with a warm professional friendly manner and anticipate their needs before they arise.
- Check the daily arrival list for all guests with special attention details. Recognize all returning and VIP guests, and extend a warm welcome back gesture.
- Ensure smooth process of handling guest luggage from arrival point to room and from room to departure point on checkout and all luggage movements are tagged and recorded.
- Provide efficient luggage storage, parcels and other objects for guests and ensure accurate inventory of items on loan, and all items are collected in time or before check-out.
- Ensure left luggage forms are filled and duly signed by guest and also all applicable policies are explained to the guest.
- Ensure all guest luggage, messages, letters and parcels are distributed or collected properly and accurately to/from the guest room according to hotel service standards.
- Monitor and assist guests on transportation booking requests, especially promote hotel transportation to maximize hotel transportation revenue and to communicate with taxi drivers for the guest it local taxi is required.
- Ensure that hotel shuttle services and airport transfers are carried out smoothly and properly.
- Provides assistance for valet parking and ensures Guest Services team performs with care and utmost professionalism.
- Order required newspapers for next day and monitor delivery of newspapers to each occupied guest room.
- Provides courier service and postal service assistant when required by guest.
- Ensure all guest requests are logged on to guest request tracking software as appropriate.
- Run errands for guests when necessary.
- Communicate special guest requests to the Personal Assistants, House Manager on duty / Personal Assistants Manager.
- Offer assistance to all guests at all times and always acknowledge them by name.
- Establish and control Guest Service team working roster in accordance with business needs.
- Ensure the lobby, bell store and work areas, as well as departmental equipment are kept clean and presentable at all times.
- Help observe safety and security rules at all times. Alert the manager and security of any unattended packages and stranger found in the property or surrounding area.
- Be flexible as the job changes and be able to work flexible hours, including weekends, holidays and evenings if necessary.
- Remain well-groomed at all times.
- Keep up-to-date on all hotel policies on safety and hygiene.
- Perform all duties with discretion, professionalism and a pleasant demeanor.
- Perform other duties and responsibilities as assigned by supervisor.



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