Position summary statement:
Guest Service Team Leader (GSTL) assist the Manager in leading the team of front office, back office, and Pacific Lounge functions, in accordance with Pan Pacific Service Suites standards. GSTL must be a friendly, approachable individual and possess excellent communication and problem‑solving skills. He/she is responsible for increasing overall guests stay experience and is portrayed as a role model, assisting the Assistant Guest Relations Manager to train and drive the culture of the team along with the Company’s Core Values.
Responsible for meeting guest needs and exceeding guest expectations. Addressing and rectifying guest concerns and complaints, and performing office duties such as associate work schedules, monthly reports, and coordinating with other departments.
A competent working knowledge of the property management systems (PMS) and standard operating procedures is required. GSTL is responsible for mentoring and coaching junior associates.
Primary Responsibilities:
- Provide professional, courteous, and efficient level of service to all internal and external guests in line with the standard operating procedures, ensuring a high level of liaison is maintained between front office and all other departments within the hotel.
- GSTL must always project a professional, business‑like appearance by adhering to the uniform and personal hygiene guidelines. Portrays as a role model, assisting the Assistant Guest Services Manager to train and drive the culture of the team along with the Company’s Core Values.
- Allocate room assignments, review arrivals for VIPs, amenities, and special requests, and communicate with relevant departments to ensure all preferences and special requests are met.
- Assist the Manager in providing direction and managing the front office room inventory to ensure room types, preferences, and accommodations are available upon guest arrival.
- Deliver a level of personalised service that exceeds guests’ expectations and adds a point of difference from service provided elsewhere within the Serviced Suites.
- Apply a competent working knowledge of PMS and standard operating procedures while performing front office tasks such as registration, cashiering, and room assignment, adhering to all company credit policies to ensure all revenue is received.
- Coordinate rooms related site inspections required by Sales, and monitor the ‘Manual Hold’ and ‘Work Order’ rooms.
- Always be present in the guest area during high traffic times to assist front office employees and ensure smooth operations, handle guest complaints and feedback, and act on necessary steps for service recovery. Ensure the DM log is accurately updated.
- Monitor daily and monthly enrollment in the Discovery Loyalty Program, guest benefits, and points submission (if required).
- Check and verify Guest Service Ambassador cashiering and due‑out at the end of every shift in accordance with set guidelines, ensuring all cash floats are intact and necessary reports are completed and signed.
- Monitor due‑out rooms for the day (departure report by time) and ensure they are cleared by the end of the shift. Work closely with the Housekeeping Team to identify discrepancies.
- Assist the Manager in training the team to the highest possible standard, ensuring training is provided for technical, hospitality, communication, management, and organisational skills.
- Assist in orientation and training of new hires.
- Undertake any other tasks and assignments assigned by the Assistant Manager of Front Office.
- Ensure efficiency and maintenance of operational readiness of equipment and supplies.
- Maintain overall cleanliness of the front office, lobby, Pacific Lounge, and living room.
- Plan, organise, and coordinate quarterly activities for guests and recommend ideas to enhance guest stay experience.
- Continuously strive to monitor front office objectives such as TripAdvisor and TrustYou.
- Perform other office duties such as associate work schedules, timesheets, and other monthly reports as required.
Other Responsibilities:
- Ensure that all key policies are enforced and adhered to.
- Enforce and comply with rules and regulations stipulated in the employee handbook.
- Perform other duties assigned by the management from time to time.
- Attend workplace safety and health meetings as deemed suitable by management.
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