Team Leader – Guest Relations

About the role

The Team Leader – Guest Relations will oversee the Guest Relations department at Andaz Delhi, ensuring personalized, courteous, and professional service for all guests, especially VIPs. This role combines operational control, team leadership, and close coordination with other hotel departments to deliver the brand’s standards of performance.

Key responsibilities

• Adhere to operating expenses and control costs while managing the department according to the hotel concept.
• Assign tasks, implement multitasking principles, and periodically review team performance.
• Verify due‑out folios each morning for accuracy and ensure all departing rooms are processed by 13:00.
• Personally greet and escort VIP guests to their suites or rooms.
• Liaise daily with housekeeping, engineering, front office and other departments to support Guest Relations operations.
• Maintain thorough knowledge of room services, upsell opportunities, and handle VIP enquiries courteously.
• Enforce cashiering procedures, accurate filing of registration cards, and proper posting of day‑use charges.
• Monitor VIP arrival lists, ensure rate and credit requirements are met, and assign rooms respecting group allocations and special requests.
• Update daily log books, bulletin boards, and submit incident and lost‑and‑found reports.
• Attend daily operations meetings in the Assistant Manager’s absence.
• Coordinate repair and maintenance orders, keep work areas clean, and ensure rooms are ready for VIP arrivals.
• Assist in planning special events, large groups, and festive promotions.
• Identify training needs and support staff development.

Required profile

• Proven experience in hotel guest relations or front‑office operations, preferably with leadership responsibilities.
• Strong ability to manage a team, assign duties, and monitor performance.
• Excellent knowledge of room service processes, upselling techniques, and VIP guest handling.
• Ability to coordinate effectively with housekeeping, engineering, and other hotel departments.
• Attention to detail in cash handling, folio accuracy, and documentation filing.
• Good organizational skills for event planning, incident reporting, and daily administrative tasks.

Required skills