Team Leader - Guest Services

Job Title: Team Leader - Guest Services

Location: Dammam and Khobar, Eastern Province

Job Description
We are currently seeking passionate and dynamic guest-focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
As a Team Leader - Guest Services, you are responsible for providing professional and customer-focused service to our guests, ensuring their stay becomes a memorable experience. Your key responsibilities will include:

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

Desired Candidate Profile

Education, Qualifications & Experiences
You should ideally have a degree in the hospitality field with previous experience in the Front Office Department within a hotel. Fluency in both written and spoken English and immaculate personal presentation are essential, along with the ability to solve problems effectively. Computer literacy and knowledge of Opera will be highly regarded.

Knowledge & Competencies
The ideal candidate will be well-versed in Guest Relations and Executive Club operations with excellent presentation and communication skills, as well as a high aptitude for customer care. You should be proactive, outgoing, charismatic, and approachable. Ability to work well under pressure in a fast-paced environment and be a great team player, thriving in working with a multi-cultural team and guests alike, with the following additional competencies:

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