Guest Services Team Leader at Minor International

Responsabilités

Royal Livingstone Resort, operated by Anantara, is a distinguished luxury resort situated on the banks of the majestic Zambezi River in Zambia. The resort offers an exclusive retreat blending colonial-era elegance with contemporary comforts, providing guests with an unforgettable experience. We are seeking a highly motivated and experienced individual to join our dynamic team and contribute to the resort’s reputation for exceptional hospitality. The ideal candidate will possess a strong background in hospitality management, outstanding interpersonal skills, and a commitment to delivering personalized service. Key responsibilities include overseeing guest experiences, managing operational teams, ensuring service excellence, and upholding the resort’s high standards of quality and luxury. Alcántara Hotels & Resorts, a distinguished global luxury hotel and resort brand, draws its identity from the rich heritage of Thai culture, epitomizing genuine and personal hospitality. Derived from the Sanskrit phrase signifying ‘without end’, our ethos encapsulates ideals of liberty, fluidity, and balance. Our core belief is that every experience should create a memorable impact — not only for our guests but also for our team members. Established in Thailand in 2001, Alcántara has since grown into a global presence, inviting travelers to some of the world’s most breathtaking destinations—ranging from untouched beaches and exclusive islands to historical landmarks and dynamic urban centers. If your ambition is fueled by a commitment to kindness, sincerity, and genuine hospitality, a boundless career opportunity awaits you at Alcántara. JOB DESCRIPTION Job Title: Senior Guest Services Supervisor Department: Front Office Reports To: Front Office Manager Responsibility Level: Section Head We uphold specific values and principles that shape our organizational culture and guide our professional conduct. At Royal Livingstone Hotel By Alcántara, our actions consistently reflect a commitment to excellence in service and professionalism. We take pride in our work, our professional appearance, and our interactions with both guests and colleagues. We consistently demonstrate resourcefulness by proactively identifying optimal solutions to address guest or colleague inquiries. Collaborating seamlessly with colleagues across all departments, we ensure the delivery of consistently exceptional service in every instance. Our team continually seeks innovative ways to exceed guest expectations and deliver exceptional experiences. We uphold an unwavering commitment to treating all guests and colleagues with dignity and respect, recognizing that each individual holds inherent value. We uphold rigorous ethical standards, demonstrating unwavering honesty and integrity in all our actions. We take great pride in representing our esteemed hotel and our nation to guests from diverse corners of the globe. WHY THIS JOB EXISTS To ensure the seamless operation of the Front Office, this role involves managing daily activities, upholding hotel standards, and enhancing guest satisfaction to meet the needs of the business, our guests, and our team members. At Royal Livingstone Hotel by Anantara, we take immense pride in showcasing our hotel and nation to guests from diverse backgrounds. We uphold a culture of mutual respect for both our guests and colleagues, collaborating diligently to provide unparalleled service excellence. KEY DUTIES AND RESPONSIBILITIES Please be advised that this outline does not encompass every task associated with the role. At Royal Livingstone Hotel by Alcántara, employees are encouraged to continuously identify innovative methods to support the business, enhance guest experiences, and foster collaboration among colleagues. Key responsibilities for this position include: Planning and Organising: Prepare the Front Office team budget under supervision. Develop and execute comprehensive training programs tailored to all Front Office staff. Facilitate ongoing associate development sessions and evaluate their effectiveness. Training initiatives will encompass instruction in IT systems as well as guest service protocols. Stay fully informed about the functionalities and operational procedures of both the Property Management and Call Centre computer systems. Operations Oversee the operational efficiency of all staff and resources within the department. Demonstrate a strong commitment to upholding and elevating product and service quality standards, as well as ensuring exceptional guest satisfaction. To uphold compliance with all Standard Operating Procedures, provide comprehensive training to staff and consistently evaluate their performance. Additionally, document and integrate leading industry practices into new Local Standard Operating Procedures (Loops) specifically for front-office operations. Spearhead the execution of all sales and promotional initiatives across the hotel, ensuring alignment with strategic objectives. Assume full ownership for enhancing upselling performance throughout the property, fostering revenue growth through targeted strategies and proactive engagement. Monitor daily arrivals and take appropriate action for any VIP or special requests. Collaborate with housekeeping, room service, and guest relations as needed to fulfill these requests. Foster a consistently motivating and engaging workplace culture throughout the department. Deliver individualized coaching, counseling, mentorship, and guidance to associates as needed. Ensure all associates maintain current knowledge of hotel offerings, encompassing room types, pricing structures, amenities, food and beverage venues, promotional deals, spa and fitness facilities, and additional services provided by the establishment. Conduct periodic inspections of rooms and floors to verify adherence to established quality standards, documenting any deficiencies and coordinating corrective actions as needed. Job Handle and track order or housekeeping cleaning requests while ensuring the outcomes meet the required standards. Offer support to on-site representatives of tour operators and travel agencies. Here’s a professional version of your paragraph while preserving all original details: How to Excel in This Position To thrive in this role, you must demonstrate a strong ability to [insert key requirement from original]. Proficiency in [mention specific skill or tool] is essential, along with [another critical requirement]. Your responsibilities will include [describe primary duty], as well as [additional key responsibility]. Additionally, you will collaborate with [relevant teams or stakeholders] to [specific outcome or process]. Strong analytical skills and the capacity to [key competency] are crucial for success. This position requires [any certifications, experience levels, or other prerequisites] and offers the opportunity to contribute to [specific project, team goal, or company objective]. At Royal Livingstone Hotel by Anantara, the individuals who excel in this role consistently embody the following qualities: Working with Others: They consistently strive to proactively identify and surpass the expectations of both customers and colleagues. They employ independent thinking and sound decision-making to address challenges methodically and effectively, maintaining composure throughout the process. They thrive in collaborative environments, actively contributing to shared objectives through teamwork. As needed, they take initiative by volunteering to support the team’s success. They consistently demonstrate professionalism and integrity in all aspects of their work. Taking Responsibility: They uphold the highest standards of integrity and fairness in all business dealings and ensure the strict confidentiality of sensitive information. Effective prioritization and meticulous organization are essential to maintaining a structured and productive workflow in this role. They excel in time management and maintain a keen eye for detail. Additionally, they demonstrate a comprehensive understanding of their jobs You demonstrate the ability to work autonomously with minimal oversight. Maintaining a positive demeanor, even in high-pressure situations, is a hallmark of their approach. They meticulously review their work to verify accuracy before finalizing any deliverables. Delivering Results: They consistently strive to surpass established performance benchmarks and meet or exceed all set expectations. They actively pursue the enhancement of their professional competencies and capabilities. Job responsibilities are executed in accordance with established organizational policies and procedures. Consistently delivering an exceptional experience to every guest remains a top priority for us. Are you searching for the perfect opportunity? Customize email notifications to stay informed about new job postings aligned with your preferences! Here’s a professional version of your paragraph: “We encourage collaboration and community engagement. Please click on the icons below to share this opportunity with others.”