Team Leader – Whatever/Whenever

About the role

The Team Leader for the Whatever/Whenever service will guide agents in delivering exceptional, on‑demand guest experiences across all communication channels. Reporting to the Assistant Manager, you will oversee daily operations, coach staff, and ensure seamless handling of guest requests, from in‑room dining to wake‑up calls.

Key responsibilities

• Ensure the Whatever/Whenever service is consistently available to every guest, handling calls, SMS, and special requests.
• Coach and support agents in daily tasks, including answering and making calls, using PBX, OPERA, MICROS, ALICE, and GXP systems.
• Monitor and resolve guest complaints following the brand’s LEAST service recovery guidelines.
• Maintain accurate records of group and individual wake‑up calls, and manage related equipment and software.
• Take room reservations during off‑hours and input them correctly into OPERA.
• Coordinate with Food & Beverage to confirm menu availability and specials.
• Identify training needs, develop training plans, and deliver ongoing education on new tools and policies.
• Handle emergency situations calmly and ensure guest safety.

Required profile

• Strong leadership and coaching abilities.
• Excellent communication skills and a guest‑centric mindset.
• Ability to stay calm under pressure and resolve issues quickly.
• Attention to detail and strong organizational skills.

Required skills

• PBX telephone system
• OPERA property management system
• MICROS point‑of‑sale system
• ALICE hospitality platform
• GXP Guest Request Tracking System
• SMS communication tools