Guest Experience Team Lead

3 days ago

North West London, United Kingdom Melia White House Hotel Full time

About Melia White House Hotel

We are a luxury hotel located in the heart of London, offering our guests an unforgettable experience. We are seeking a dedicated and passionate Guest Experience Team Lead to join our team and support us in delivering exceptional service to our guests.

The Role

This is an exciting opportunity for a highly motivated and organized individual to take on a supervisory role within our guest services team. As a Guest Experience Team Lead, you will be responsible for leading a team of guest services representatives and ensuring that our guests receive a seamless and memorable experience during their stay with us.

Key Responsibilities

  • Lead a team of guest services representatives, providing guidance and support to ensure exceptional guest service.
  • Develop and implement effective strategies to enhance guest satisfaction and loyalty.
  • Act as a point of contact for guest concerns, handling complaints effectively and working closely with other departments to resolve issues promptly.
  • Monitor and maintain high service standards across all hotel departments to ensure guest satisfaction and successful outcomes for internal quality assessments.
  • Assist in training and onboarding new staff, providing support and guidance to maintain a high standard of service.
  • Participate in administrative tasks such as updating rotas, validating shifts, and assisting with payroll processes in collaboration with HR.
  • Ensure the department is well-stocked and all areas are kept clean and organized.
  • Maintain knowledge of hotel facilities, promotions, and local attractions to provide guests with relevant information and upsell services.
  • Act as a Duty Manager as required, handling emergency situations in accordance with hotel procedures.

Requirements

To succeed in this role, you will need:

  • Previous experience in a customer service or supervisory role within the hospitality industry.
  • A strong passion for delivering exceptional guest service.
  • Excellent problem-solving abilities and the ability to handle guest complaints with professionalism and empathy.
  • Knowledge of hotel systems and procedures, with the ability to manage multiple tasks efficiently.
  • Flexibility and the ability to adapt to changing business needs.
  • Strong organizational skills and attention to detail.
  • A positive, team-oriented attitude with a high level of personal presentation.

Benefits

As a valued member of our team, you will enjoy a range of benefits including:

  • Holidays: 28 days holiday including 8 public holidays.
  • Contributory pension scheme.
  • Refer a friend bonus: £500 (subject to successfully completed 6 months probation).
  • Discounted dental and health cover with HSF.
  • Great discounts with Melia Hotels Worldwide.
  • Personal Development: programs designed to support your career right from the start, with unlimited access to online learning platform.
  • Awards and Recognition Programs: Join a culture of recognition and reward, with loyalty bonuses and referral incentives.
  • Career growth: fantastic opportunity to progress and access to a network of over 350 hotels across the world (subject to local right to work rules).
  • High street discounts: with Perks at Work.
  • Meals on duty, Payday Parties and Laundry.

Why Choose Us?

We offer a dynamic and supportive work environment, where you can grow and develop your career in the hospitality industry. Our team is passionate about delivering exceptional service and making every guest's stay unforgettable. If you share our passion and values, we would love to hear from you.

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