Team Leader, Customer Liaison

We are seeking an experienced and customer-focused Team Leader to join our hospitality team. In this role, you will be responsible for leading and supporting a customer liaison function that bridges communication between our guests and operational teams.

Key Responsibilities:

• Lead and mentor a team of customer liaison staff
• Manage guest inquiries and complaints with professionalism and efficiency
• Ensure excellent customer service standards are maintained across all touchpoints
• Coordinate between customers and internal departments to resolve issues promptly
• Monitor team performance and provide coaching and feedback
• Maintain detailed records of customer interactions and resolutions
• Identify trends and opportunities to improve customer satisfaction
• Support the development of customer service policies and procedures

Requirements:

• Proven experience in a customer-facing role within hospitality or related industry
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Problem-solving mindset with a customer-first approach
• Ability to handle difficult situations with professionalism and patience
• Organizational skills and attention to detail

If you have the passion for delivering outstanding customer experiences and leading teams, we would love to hear from you.