Service Plus Team Leader - Luxury Hotel KAFD

Job Scope:

• Supervise the daily operations of the Service Plus desk.
• Ensure all incoming guest calls and service requests are handled efficiently and professionally.
• Monitor the performance of Service Plus Operators and ensure adherence to service standards.
• Ensure all guest requests are accurately recorded and promptly dispatched to the appropriate departments.
• Follow up on guest requests to ensure timely completion and guest satisfaction.
• Handle guest complaints or concerns received through telephone or communication systems.
• Coordinate with housekeeping, engineering, front office, and other departments to ensure smooth operations.
• Maintain accurate records and reports related to guest service requests.
• Assist in training and mentoring Service Plus Operators.
• Ensure proper telephone etiquette and communication standards are maintained at all times.
• Monitor service response times and identify areas for improvement.
• Support the Front Office Manager in maintaining operational efficiency.
• Ensure compliance with hotel policies, procedures, and service standards.
• Maintain a professional working environment within the Service Plus team.
• Prepare shift reports and communicate operational updates to management.

Education:

• Diploma or Degree in Hospitality Management or related field preferred.

Qualifications/Skills:

• Strong leadership and supervisory skills.
• Excellent communication and telephone etiquette abilities.
• Strong organizational and multitasking skills.
• Ability to handle guest concerns professionally and efficiently.
• Knowledge of hotel communication systems and operations.
• Ability to work in a fast-paced environment.