Guest Relations Team Leader

We’re hiring | Guest relations team leader

We are looking for an experienced and guest-focused Guest Relations Team Leader to lead our Guest Relations Agents and Guest Ambassadors teams and help us deliver an exceptional, consistent, and personalized guest experience.

About the role

As a Guest Relations Team Leader, you will own the end-to-end guest experience across digital and on-ground touchpoints, while leading the team, driving upselling performance, and ensuring seamless collaboration with Operations.

Key responsibilities

Lead, coordinate, and oversee the daily activities of Guest Relations Agents and Guest Ambassadors.

Ensure a consistent, professional, and personalized guest experience across all communication channels and on-ground interactions.

Monitor and drive upselling performance, focusing on value-driven offers and experiential upgrades.

Maintain continuous coordination with the Operations team to ensure guest expectations, unit readiness, schedules, and special requirements are aligned.

Oversee complex guest issues and escalations, ensuring timely resolution and high guest satisfaction.

Monitor team performance, provide regular coaching and feedback, and support team development.

Ensure all guest-facing communication, behavior, appearance, and interactions reflect brand standards.

Identify opportunities to improve service quality, team efficiency, guest satisfaction, and revenue performance.

What we’re looking for

Previous experience in guest relations, hospitality, customer experience, or a similar role.

Proven experience in team leadership or supervision.

Strong communication and interpersonal skills.

Excellent problem-solving and conflict-resolution abilities.

Customer-focused mindset with strong attention to detail.

Commercial awareness and understanding of upselling techniques.

Ability to work in a fast-paced environment and coordinate effectively with multiple teams.

Strong organizational and leadership skills.

Professional English communication skills.

Requirements

2–4 years of experience in guest relations, hospitality, customer experience, or a similar role.

Previous experience in a team leader/supervisor position, preferably in hospitality or serviced apartments.

Strong English communication skills, both written and verbal.

Excellent communication, interpersonal, and problem-solving skills.

Strong ability to handle guest complaints and escalations professionally.

Proven ability to lead, coach, and motivate a team.

Good understanding of upselling and revenue-generation techniques.

Strong organizational and time-management skills, with the ability to manage multiple priorities.

Ability to work closely with operations and cross-functional teams.

High attention to detail and a strong guest-first mindset.

Ability to work in a fast-paced hospitality environment and handle pressure effectively.

Professional appearance and behavior with strong brand representation skills.

Benefits

Why join us?

Join a growing hospitality brand where you can directly influence the guest experience, lead a dynamic team, and contribute to both guest satisfaction and business growth.