Customer Service Team Leader

4 days ago


Auckland, Auckland, New Zealand Pro-invest Careers Full time
Hotel Operations Team Member

We are a leading provider of hospitality services, committed to delivering exceptional experiences for our guests. With a strong presence in Australia and New Zealand, we operate a range of hotels, including Holiday Inn Express, voco, Hotel Indigo, Kimpton, and Sebel.

Job Overview:

This role is ideal for an experienced hospitality professional who is passionate about delivering exceptional guest experiences. As a Senior Front Desk/Express Agent, you will be responsible for overseeing front desk operations, supporting your colleagues, and ensuring a seamless guest experience.

Main Responsibilities:

  1. Oversee daily front desk activities, providing guidance and support to Express Agents.
  2. Drive teamwork and customer service excellence within the Front Office team.
  3. Develop and deliver training programs to ensure high service standards.
  4. Respond to guest complaints and concerns in a professional and timely manner.
  5. Promote additional revenue streams through upselling and cross-selling opportunities.
  6. Manage financial transactions accurately and in accordance with established procedures.
  7. Foster collaboration with other departments to ensure efficient hotel operations.

Requirements:

  1. Proven experience in a front desk or customer service role, preferably in a hotel environment.
  2. Strong leadership and communication skills.
  3. Ability to work well under pressure and manage conflicting priorities.
  4. Enthusiasm for delivering exceptional guest service and contributing to a positive team culture.
  5. A collaborative, results-driven, and customer-focused approach.


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