Guest Experience Lead (Front Office - Hotels)

About the role

The Guest Experience Lead is responsible for delivering a seamless and memorable stay for hotel guests by overseeing all front‑office operations. Working closely with housekeeping and other departments, the role ensures efficient check‑in/check‑out processes, accurate room control and proactive sales support.

Key responsibilities

• Perform guest check‑in and check‑out with professionalism and efficiency to maximise satisfaction.
• Coordinate daily communication between Front Office, Housekeeping and other departments to guarantee smooth guest experiences.
• Manage room control duties, including forecasting occupancy, handling VIP arrivals, group check‑ins and special requests.
• Promote a sales‑driven mindset within the Front Office team and communicate resort‑wide sales opportunities.
• Maintain confidentiality of guest information and resort business practices.

Required profile

• Minimum Diploma in Hotels/Hospitality Management or equivalent.
• At least 2 years of experience in the hospitality industry, preferably in a 5‑star hotel.
• Strong interpersonal abilities, multitasking, time‑management and problem‑solving skills.
• Experience in supervisory functions such as staff rostering, room assignment, requisition ordering and basic training/coaching.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint