Front Office Team Leader

• Promote teamwork and quality service through daily communication and coordination with other departments.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
• Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
• Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys.
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
• Champion departmental training initiatives and will be responsible for new joiners training.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day's schedule.
• Jump into other ad-hoc duties when your colleagues need your help.
  

What We Need From You

• Communication skills - guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
• Fluency in the local language - extra language skills would be great, but not essential
• Literate and tech-savvy - you'll need a good grasp of reading, writing, basic math and computers.
• Flexibility - night, weekend and holiday shifts are all part of the job.
• You'll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
• Experience - ideally, you'll have spent at least one year in a front desk or guest service position.
• Strength - sometimes you'll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.