Guest Experience Team Leader

JOB SUMMARY

• The Guest Experience Team Leader is a key support to the Host Team and Connectivity Center, responsible for anticipating guest needs and ensuring personalized, seamless, and memorable experiences throughout the guest journey.
• The role focuses on researching and maintaining accurate guest profiles, preferences, allergies, celebrations, VIP information, and other relevant details in SAGA and OPERA, and ensuring this information is effectively communicated to the appropriate departments. The position coordinates guest amenities, special occasions, VIP arrangements, and personalized touches in collaboration with the Host Team, Housekeeping, Front Office, Connectivity Center, and other resort departments.
• The Guest Experience Team Leader manages and follows up on guest requests, supports arrivals and departures, assists Front Office and Host Teams when required, and ensures effective communication and timely resolution of guest needs. The position is also responsible for preparing and distributing VIP reports, maintaining accurate system information, and ensuring all guest requests and amenities are properly recorded in ALICE and/or SAGA.
• The role requires excellent knowledge of the resort, including room categories, facilities, activities, amenities, events, local attractions, and culture, as well as strong working knowledge of ALICE, GMH, OPERA, OpenTable/SevenRooms, and SAGA.
• The Guest Experience Team Leader actively contributes to guest satisfaction by identifying opportunities to personalize the guest experience, handling concerns and complaints professionally, monitoring guest feedback and ReviewPro results, and continuously seeking opportunities to improve service quality.
• The position works closely with the Guest Experience Manager and Host Team Leadership, supporting departmental administration, daily operations, team communication, and workflow as required. The Guest Experience Team Leader leads by example, maintains the highest standards of professionalism, confidentiality, integrity, and service, and remains flexible in supporting the operational needs of the resort.

OVERALL PURPOSE

• The Guest Experience Team Leader ensures that guest information is transformed into thoughtful actions, personalized amenities, and exceptional experiences.
• Through anticipation, attention to detail, creativity, communication, and strong follow-through, the role contributes to creating memorable and lasting guest experiences from pre-arrival through departure.

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional

Languages

• Language: English 90%
• Education Level: Bachelor in Hotel Management or Technical or General Administration
• Experience in the tourism sector at least 2 years. Preferably have knowledge Concierge, Front Desk
• Excellent verbal and written communication
• Detailed and Service oriented
• Intermediate/Advanced computer skills
• Knowledge of Opera PMS
• ALICE platform knowledge is desired, but not required
• General knowledge of MS Office Word, Excel, Power Point, Outlook, Publisher, and Internet
• Knowledge management databases
• Abid multitasker and capable of working under pressure
• Outstanding communication and interpersonal skills
• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Team player oriented
• Reliable and result driven
• Ability to spend long hours standing up