Location: Mumbai, India
Department: Front Office / Guest Services
Employment Type: Full-Time
Job Summary:
The Guest Services Team Leader oversees the daily operations of the Guest Service Centre (GSC) / Telephone Operations. This role ensures all guest communications calls, requests, and inquiries are handled promptly, professionally, and in line with Accor’s luxury service standards. A strong coordinator and team motivator, the Team Leader ensures seamless interdepartmental communication, timely follow-ups, and elevated guest satisfaction.
Operational Responsibilities
- Supervise day-to-day operations of the Guest Service Centre / Telephone team.
- Ensure all guest calls and requests are handled efficiently, accurately, and courteously.
- Monitor call quality, communication standards, tone, and brand alignment.
- Log, track, follow up, and close guest requests across departments within defined timelines.
- Coordinate with housekeeping, engineering, transportation, and other teams for smooth guest assistance.
- Maintain thorough knowledge of hotel facilities, services, operating hours, and local attractions.
- Handle emergency calls in accordance with hotel safety and security procedures.
Team Leadership Responsibilities
- Lead, train, mentor, and motivate the Guest Services / Telephone team.
- Conduct daily briefings and share updates on VIP arrivals, in-house groups, and special requests.
- Monitor team performance and provide coaching, guidance, and recognition.
- Support scheduling, attendance monitoring, and leave planning.
- Assist in onboarding and training new team members.
Qualifications
- Degree or diploma in Hotel Management.
- Minimum 3+ years of experience in Front Office / Guest Services or related operations.
- Strong communication, leadership, and guest service orientation.
Why Join Us
At Sofitel, you become part of a global luxury brand that celebrates excellence, innovation, and the art of hospitality. As part of Accor, you gain access to world-class training, limitless career opportunities, and a supportive culture that values your growth. Here, your talent is recognized, your ambitions are encouraged, and your work is given purpose. Join us and shape the future of luxury hospitality.
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About Company:
Founded on the philosophy of living life beautifully, Sofitel blends French heritage with contemporary luxury. With hotels in major cities and resort destinations worldwide, Sofitel is known for its refined design, elevated dining, and heartfelt service — inviting guests to experience the world through a lens of elegance and inspiration.
