Company Description
Overlooking the historic Bute East Dock, Novotel Cardiff Centre is for guests looking for style and comfort. It offers a quiet location close to many local attractions, including Cardiff Castle, Cardiff Bay and St David’s Shopping Centre. Relax and unwind with our fantastic leisure facilities, including a gym, swimming pool and steam room. The on-site Customs Shed restaurant offers a mix of local and international cuisine, while the bar boasts a selection of beverages for you to relax and savour.
Our hotel is conveniently located for both rail and road travellers. It’s just an 11-minute walk from Cardiff Central Station and a 10-minute drive from the M4. If you’re flying in, we’re approximately 30 minutes away from Cardiff International Airport. Our facilities are perfectly tailored for business travellers. We’ve got ten fully equipped meeting rooms available, which can accommodate up to 200 guests.
The hotel makes a great base for anyone travelling further afield too. Brecon Beacons National Park, Caerphilly, Swansea and Bristol are within reach. The hotel is extremely convenient and caters to all types of trip.
Job Description

Join our dynamic team as a Guest Service Team Leader in Cardiff, United Kingdom! We’re seeking an enthusiastic and customer-focused professional to lead our guest service operations and ensure exceptional experiences for our valued guests.

• Lead and motivate a team of guest service representatives, fostering a collaborative and positive work environment
• Oversee daily operations of the front desk, ensuring smooth check-ins, check-outs, and guest inquiries
• Implement and maintain high standards of customer service across all guest touchpoints
• Manage and resolve guest complaints promptly and professionally
• Coordinate with other departments to ensure seamless guest experiences
• Train and develop team members on service standards, procedures, and best practices
• Monitor and analyze guest feedback to identify areas for improvement
• Ensure compliance with company policies, safety regulations, and industry standards
• Assist in managing inventory and supplies for the front desk area
• Participate in the creation and implementation of guest service initiatives
• Handle cash transactions and maintain accurate financial records
• Contribute to the development of standard operating procedures for guest services

Qualifications

• Proven experience in customer service, preferably in the hospitality industry
• Previous leadership experience in a guest service role
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and decision-making skills
• Proficiency in hotel management software and point-of-sale systems
• Ability to work flexible hours, including evenings, weekends, and holidays
• Detail-oriented with excellent organizational skills
• Cash handling experience
• Team player with the ability to motivate and inspire others
• Knowledge of hospitality industry standards and best practices
• Ability to thrive in a fast-paced, dynamic environment
• Guest-oriented mindset with a passion for delivering exceptional service
• Adaptability and flexibility in responding to changing guest needs
• Bachelor’s degree in Hospitality Management or related field (preferred)

Additional Information

Please refer the Job description for details