Guest Arrival Expert – Lead

The Guest Arrival Expert – Lead is responsible for ensuring a seamless, warm, and efficient arrival and departure experience for all guests. This role serves as the front-line ambassador of the hotel, setting the tone for exceptional service and leading by example. With a deep understanding of guest preferences and operational excellence, the Lead supports the team in delivering personalized service while maintaining the highest standards of professionalism.

Key Responsibilities:

• Welcome guests warmly and deliver smooth check-in and check-out experiences.

• Lead, guide, and support the Guest Arrival Experts during daily operations.

• Ensure all guest preferences and special requests are communicated and followed up with accuracy.

• Handle guest challenges with grace, confidence, and problem-solving skills.

• Coordinate with Housekeeping, Concierge, Rooms Control, and other departments to ensure readiness and flawless arrival experiences.

• Assist in training new associates and reinforcing service standards.

• Monitor lobby flow and take proactive actions to reduce waiting time and enhance guest satisfaction.

• Maintain a polished and professional appearance as per brand standards.

• Act as a role model by demonstrating genuine hospitality and service excellence.

• Ensure Marriott Bonvoy program standards are consistently delivered.

Skills & Qualifications:

• Strong communication and interpersonal skills.

• Previous Front Office or Guest Services experience required.

• Ability to multitask and stay calm under pressure.

• Leadership mindset with the ability to motivate and guide team members.

• Tech-savvy with PMS knowledge (Opera/FOSSE).

• Fluency in English; additional languages are a plus.