Guest Relations Team leader

1. Issue Resolution & Resolution Center

– Run the resolution center daily. Every case gets fast, deep attention and is worked strictly in priority order.

– Track every open case through to closure — nothing left hanging — and ensure resolution within target time.

– Back up agents on complex escalations and sensitive situations, stepping in personally when the case calls for it.

– Own the tone and quality of every resolution so guests leave a problem more satisfied, not less.

2. On-Ground Guest Handling

– Visit and personally handle angry or upset guests to de-escalate and recover the stay.

– Personally receive and manage VIP and high-priority guests, ensuring a tailored, high-touch experience.

– Be the senior face of Saray in the field whenever a situation requires it.

3. Team Leadership & Coverage

– Lead, train, and manage the Guest Relations Agents; set daily priorities and ensure full shift coverage.

– Own the morning main shift — the core operating window of the department.

– Substitute for the agent during phone calls and rush hours so coverage never drops.

– Cover absences, emergencies, and holidays. Personally work one morning shift per week to stay close to the ground.

4. Department Performance & Accountability

– Hold full accountability for Guest Relations department performance across all shifts.

– Track KPIs, review individual and team output, coach, give feedback, and close performance gaps.

– Develop agents' skills over time to keep raising both service quality and commercial results.

5. Inquiry Conversion

– Own the conversion of inquiries into bookings — both the conversion rate and the quality of that conversion.

– Monitor response speed, follow-up discipline, and the substance of guest communication.

– Identify where inquiries are being lost and fix the underlying pattern, not just the individual case.

6. Full Guest Journey

– Make sure Guest Relations is delivered across the entire guest journey:

· Before stay — pre-arrival communication and upselling.

· During stay — responsiveness, issue handling, and in-stay upsells.

· After stay — follow-up, feedback capture, and the loyalty program.

– Keep the experience consistent and personalized at every touchpoint.

7. Upselling

– Own upselling as a function and continuously improve it.

– Coordinate with the backend and all other parties involved in the upselling flow.

– Set upsell targets and the commission structure, and track performance against them.

– Keep every offer value-driven and experiential so it lifts the guest experience rather than cheapening it.

8. Operations Coordination

– Keep Guest Relations and Operations aligned in real time on unit readiness, schedules, and special requests.

– Ensure the expectations GR sets with guests match what Operations can actually deliver on the ground.

– Track reservations cancelled due to operations failure, log them, and push them back to Operations for correction.

9. Unit-Level Review Management

– Track each unit's review rate individually.

– Flag units that are underperforming on reviews or need special guest-handling.

– Apply targeted handling to those units' guests to prevent bad reviews tied to that specific unit.

– Protect and continuously improve the overall review score across the portfolio.

10. Brand Standards

– Act as the guardian of Saray's guest-facing standard.

– Hold the team to consistent language, behavior, appearance, and on-ground interaction.

– Ensure every guest touchpoint reflects the brand.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• 2–4 years of experience in guest relations, front office, or hospitality operations, with at least 1 year in a leadership/supervisory role.
• Proven track record in conflict resolution, de-escalation, and high-touch guest handling.
• Strong sales orientation with experience in inquiry conversion and upselling strategies.
• Exceptional communication, leadership, and crisis-management skills.