Team Leader, Guest Services 
(6668)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Shimmering in the depths of the azure Aegean Sea, a story-filled island of myths and marvels, One&Only Kéa Island emerges to honour untold beauty with authentic flavours of Greece. The warm Mediterranean hospitality is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary

The purpose of this positions it to supervise and lead daily activities, reporting, training and operations the the Guest Services (Bellman/Buggy Driver/ Doorman) operations and colleagues. The Guest Services Team Leader must have extensive knowledge on the immediate area and must be resourceful. Under the direction of the Front of House Manager and within the limits of the hotel's policies and procedures, ensures that departmental procedures and standards are maintained, and all guests receive prompt, cordial and efficient attention and service from Guest Service Team.

Key Duties and Responsibilities

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviours.
• Develop specific goals and plans to prioritize, organize, and accomplish your work.
• Supervise the guest services team and lead by example.
• Understanding employee positions well enough to perform duties in employees' absence.
• Conduct regular trainings for employees.
• Evaluate the staffing requirements and prepare work schedules weekly, ensuring that there is appropriate coverage according to hotel occupancy.
• Serve as a leader in displaying outstanding hospitality skills, such as excellent verbal and communicational skills, while having organizational skills with attention to details.
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provide training to all guest services team members.
• Handle all disciplinary counseling as necessary.
• Provide information to co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Monitor and maintain inventory of all departmental supplies and provide with all necessary supplies as required.
• Maintain grooming standards of Guest Services employees.
• Make sure Guest Services Team provide helpful, friendly, and prompt personalized service to all guests.
• Ensure compliance with all policies, standards, and procedures, by conducting regular check of LQA & Forbes standards related to Guest Services Department.
• To assist with any other duties as required by the line manager or another member of the management team.

Skills, Experience & Educational Requirements

• Minimum two years working in a luxury resort in Front Office department
• Must be proficient in hospitality guest services and team development
• Previous guest service and reservations experience preferred.
• Excellent written and oral communication skills required, must be fluent in verbal and written English
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
• Excellent listening and comprehension skills required.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.