Overview
The Guest Relations Officer (Team Lead) is responsible for delivering a premium guest experience while supervising the performance, discipline, and service quality of the Front Desk Receptionist team. You ensure every guest interaction reflects Kula Courts warm, elevated hospitality and that the front-of-house operations run smoothly, consistently, and professionally.
Responsibilities
1. Guest Experience & Relations
- Greet and engage guests with warmth, confidence, and professionalism.
- Handle VIPs, loyal guests, and high-frequency players with special attention.
- Monitor service flow during peak hours and step in to assist where needed.
- Resolve guest concerns, sensitive issues, or complaints with discretion and empathy.
- Maintain a visible presence at the front desk to guide guest interactions.
2. Team Leadership & Supervision
- Lead, coach, and supervise the Front Desk Receptionist team to maintain Kula Courts service standards.
- Create shift schedules, ensure appropriate manpower coverage, and manage attendance.
- Conduct regular briefings to update the team on events, promotions, policies, and service guidelines.
- Train new receptionists on SOPs, guest handling, systems, tone-of-voice, and brand behavior.
- Evaluate individual performance and provide feedback for improvement.
- Uphold discipline, professionalism, and neat appearance across the entire front desk team.
3. Brand & Service Representation
- Ensure the front desk consistently reflects the Kula Courts brand principles: warm, premium, effortless, and community-driven.
- Guide the team in communicating programs, events, promotions, and F&B offerings.
- Build relationships with members and foster a sense of belonging in the community.
4. Operational Excellence
- Oversee all front desk administrative processes: bookings, POS transactions, cancellations, membership updates.
- Maintain accuracy of schedules, attendance lists, guest records, and booking summaries.
- Monitor front-of-house cleanliness, readiness, and equipment/supplies availability.
- Ensure smooth coordination with coaching, F&B, housekeeping, and operations teams.
- Implement and enforce front desk SOPs; suggest improvements where needed.
5. Communication & Reporting
- Relay key feedback, issues, and insights to the Operations Manager.
- Prepare daily or weekly front desk reports: guest matters, peak-hour observations, team performance, and operational notes.
- Coordinate with the events team on guest list management and arrival experience.
- Communicate promptly with coaches and F&B managers on guest requests or VIP service requirements.
Qualifications
- Minimum 12 years of hospitality or customer service experience; supervisory experience preferred.
- Strong interpersonal and communication skills with high emotional intelligence.
- Ability to lead by example and motivate a small frontline team.
- Professional appearance and polished demeanor.
- Comfortable with multitasking and managing fast-paced, high-traffic environments.
- Familiarity with booking, POS, or hospitality systems (training provided).
- Willing to work shifts (morning/evening/weekends).
