Team Leader - Guest Services (Pre-Opening)

Guest Service Team Leader (Communications) Be the voice behind every memorable stay. At Andaz, every conversation is an opportunity to create a genuine connection. Before a guest steps through our doors, picks up a room phone or reaches out for assistance, they're welcomed by a voice that sets the tone for their stay. As we prepare to open Andaz Gold Coast, we're looking for a Guest Service Team Leader to lead our Communications team. This is a unique pre-opening opportunity to shape the guest experience from the very first hello, building a culture of warm, intuitive service while establishing the systems, standards and relationships that will define our hotel from day one. About the Role As Guest Service Team Leader, you'll lead the team responsible for managing every guest interaction over the phone. Whether coordinating guest requests, arranging dining reservations, supporting service recovery or connecting guests with the right colleague, your team will be at the heart of the hotel's operation. You'll lead by example, coaching colleagues to deliver confident, personalised service while ensuring requests are handled efficiently and seamlessly. Working closely with every department, you'll help create effortless experiences that feel distinctly Andaz. As part of the pre-opening team, you'll also play a key role in testing systems, refining service standards, developing operating procedures and preparing colleagues for a successful opening. What You'll Do Lead the daily operation of the Guest Services Communications team. Inspire and coach colleagues to deliver warm, engaging and personalised service with every guest interaction. Ensure guest calls, requests and enquiries are handled efficiently, accurately and with genuine care. Coordinate guest requests across Front Office, Housekeeping, Engineering, Food & Beverage and other hotel departments. Support service recovery by resolving guest concerns with professionalism, empathy and sound judgement. Monitor service standards, response times and operational performance to continually enhance the guest experience. Assist with training, onboarding and developing colleagues within the team. Contribute to pre-opening activities, including systems testing, process development and operational readiness Guest Service Team Leader (Communications) Be the voice behind every memorable stay. At Andaz, every conversation is an opportunity to create a genuine connection. Before a guest steps through our doors, picks up a room phone or reaches out for assistance, they're welcomed by a voice that sets the tone for their stay. As we prepare to open Andaz Gold Coast, we're looking for a Guest Service Team Leader to lead our Communications team. This is a unique pre-opening opportunity to shape the guest experience from the very first hello, building a culture of warm, intuitive service while establishing the systems, standards and relationships that will define our hotel from day one. About the Role As Guest Service Team Leader, you'll lead the team responsible for managing every guest interaction over the phone. Whether coordinating guest requests, arranging dining reservations, supporting service recovery or connecting guests with the right colleague, your team will be at the heart of the hotel's operation. You'll lead by example, coaching colleagues to deliver confident, personalised service while ensuring requests are handled efficiently and seamlessly. Working closely with every department, you'll help create effortless experiences that feel distinctly Andaz. As part of the pre-opening team, you'll also play a key role in testing systems, refining service standards, developing operating procedures and preparing colleagues for a successful opening. What You'll Do Lead the daily operation of the Guest Services Communications team. Inspire and coach colleagues to deliver warm, engaging and personalised service with every guest interaction. Ensure guest calls, requests and enquiries are handled efficiently, accurately and with genuine care. Coordinate guest requests across Front Office, Housekeeping, Engineering, Food & Beverage and other hotel departments. Support service recovery by resolving guest concerns with professionalism, empathy and sound judgement. Monitor service standards, response times and operational performance to continually enhance the guest experience. Assist with training, onboarding and developing colleagues within the team. Contribute to pre-opening activities, including systems testing, process development and operational readiness About You You're a natural communicator who enjoys connecting with people and helping others succeed. You remain calm under pressure, think quickly and understand that exceptional hospitality often begins with a single conversation. You'll also bring: Previous leadership or supervisory experience in a hotel communications, guest services, front office or contact centre environment. Outstanding verbal communication skills with the ability to build rapport quickly. A genuine passion for delivering exceptional guest experiences. Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment. Confidence using hotel technology, including Opera Cloud and guest service platforms (or the ability to learn quickly). A collaborative approach and a passion for coaching and developing colleagues. Flexibility to work a rotating roster, including evenings, weekends and public holidays. Must already have ongoing working rights Why Join Andaz Gold Coast? Opening a hotel is a career-defining experience. You'll help shape how we communicate with our guests, influence the culture of a brand-new team and build meaningful connections that extend far beyond a phone call. At Hyatt, we care for people so they can be their best. You'll be part of an inclusive team where curiosity is encouraged, individuality is celebrated and your career can grow across Hyatt hotels around the world. If you're ready to lead with warmth, inspire others and become the voice behind every memorable stay, we'd love to hear from you. Join us as we bring Andaz Gold Coast to life. About You You're a natural communicator who enjoys connecting with people and helping others succeed. You remain calm under pressure, think quickly and understand that exceptional hospitality often begins with a single conversation. You'll also bring: Previous leadership or supervisory experience in a hotel communications, guest services, front office or contact centre environment. Outstanding verbal communication skills with the ability to build rapport quickly. A genuine passion for delivering exceptional guest experiences. Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment. Confidence using hotel technology, including Opera Cloud and guest service platforms (or the ability to learn quickly). A collaborative approach and a passion for coaching and developing colleagues. Flexibility to work a rotating roster, including evenings, weekends and public holidays. Must already have ongoing working rights Why Join Andaz Gold Coast? Opening a hotel is a career-defining experience. You'll help shape how we communicate with our guests, influence the culture of a brand-new team and build meaningful connections that extend far beyond a phone call. At Hyatt, we care for people so they can be their best. You'll be part of an inclusive team where curiosity is encouraged, individuality is celebrated and your career can grow across Hyatt hotels around the world. If you're ready to lead with warmth, inspire others and become the voice behind every memorable stay, we'd love to hear from you. Join us as we bring Andaz Gold Coast to life.