Whatever/Whenever Team Leader

About the role

The Whatever/Whenever Team Leader is responsible for managing guest communications and ensuring timely resolution of requests and issues. This role also supports the management team in training and coaching front‑desk staff.

Key responsibilities

• Answer, record, and process all guest calls, requests, questions, and concerns, routing them to the appropriate department.
• Monitor telephone switchboard, manage busy or unanswered lines, and keep callers on hold informed of status.
• Activate and deactivate guest room message lights and provide directions and property information to guests.
• Transfer guests with internet access problems to the ISP’s support line and assist callers with various telephone services (credit card, long‑distance, collect, overseas, etc.).
• Log guest requests, incidents, adjustments, and comment cards into the computer system for tracking and documentation.
• Assist management with training, scheduling, evaluating, motivating, and coaching employees while serving as a department role model.

Required profile

• High school diploma or GED equivalent.
• At least 1 year of related work experience and 1 year of supervisory experience.