Guest Service Team Leader
- Cardiff
- Permanent
- Full-time
- Lead and motivate a team of guest service representatives, fostering a collaborative and positive work environment
- Oversee daily operations of the front desk, ensuring smooth check-ins, check-outs, and guest inquiries
- Implement and maintain high standards of customer service across all guest touchpoints
- Manage and resolve guest complaints promptly and professionally
- Coordinate with other departments to ensure seamless guest experiences
- Train and develop team members on service standards, procedures, and best practices
- Monitor and analyze guest feedback to identify areas for improvement
- Ensure compliance with company policies, safety regulations, and industry standards
- Assist in managing inventory and supplies for the front desk area
- Participate in the creation and implementation of guest service initiatives
- Handle cash transactions and maintain accurate financial records
- Contribute to the development of standard operating procedures for guest services
- Proven experience in customer service, preferably in the hospitality industry
- Previous leadership experience in a guest service role
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and decision-making skills
- Proficiency in hotel management software and point-of-sale systems
- Ability to work flexible hours, including evenings, weekends, and holidays
- Detail-oriented with excellent organizational skills
- Cash handling experience
- Team player with the ability to motivate and inspire others
- Knowledge of hospitality industry standards and best practices
- Ability to thrive in a fast-paced, dynamic environment
- Guest-oriented mindset with a passion for delivering exceptional service
- Adaptability and flexibility in responding to changing guest needs
- Bachelor's degree in Hospitality Management or related field (preferred)
- Indulge in delightful meals while on duty
- Look sharp in our provided uniform
- Pedal your way to work with our Cycle to Work Scheme
- Take care of your vision with our Eye Care Voucher
- Enjoy extra holidays every year
- Plan for your future with our Pension Scheme
- Explore Merlin Entertainment with our exclusive discount
- Celebrate your birthday with our special Bonanza
- Savor the Accor Dining Experience at our hotels/restaurants
- Seize development opportunities through Accor Academy
- Prioritize your well-being with VIVUP
- Plus, Accor offers you training in all hotel professions throughout your career, as well as infinite possibilities for career development within the Group's hotels, across multiple establishments and brands.
- And much more awaits you...