Team Leader – Guest Services

About the role

The Whatever Whenever Team Leader is responsible for answering, recording and processing all guest calls, requests and concerns, ensuring timely resolution and a high level of service. This role supports the Guest Services team by coordinating with various departments and maintaining clear communication with guests.

Key responsibilities

• Answer, record and process guest calls, requests, questions, and concerns, directing them to the appropriate department.
• Monitor telephone lines, manage hold status, take messages and activate/deactivate guest room message lights.
• Assist callers with credit‑card, long‑distance, overseas and person‑to‑person calls, and transfer internet‑access issues to the provider.
• Log guest requests, incidents, adjustments and comment cards into the computer system for tracking.
• Supply guests with directions, property information and assist individuals with disabilities.
• Support management in training, scheduling, evaluating, motivating and coaching employees.

Required profile

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience in hospitality or guest services.
• Minimum 1 year of supervisory experience.
• Ability to stand, sit or walk for extended periods and lift objects up to 10 lb.