Front Office Team Leader

Roles and responsibilities

Assists the Front Office Management Team in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times
Able to handle guest’s complaints in a unique and respective manner
Submits all guests/colleague’s incident reports.
Ensures that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
Supervise Front Desk Operations

Manage Daily Operations: Supervise front desk staff during each shift, ensuring all operations run smoothly and guests are promptly attended to. This includes overseeing check-ins, check-outs, reservations, and inquiries.
Ensure Service Excellence: Lead by example and ensure that the front desk team provides a consistently high level of service to guests.
Monitor Guest Requests: Ensure that all guest requests, such as room preferences, special needs, or complaints, are handled efficiently and in a timely manner.
Staff Supervision and Training

Oversee Front Desk Team: Directly supervise front desk agents, concierges, and other customer-facing staff, ensuring they are performing their duties according to hotel standards.
Training and Development: Assist in the training of new staff members, ensuring they are familiar with hotel procedures, systems, and customer service expectations.
Motivate and Support Team: Provide motivation and support to the team, helping them to meet their goals, resolve issues, and maintain a positive attitude.
Guest Service Management

Guest Check-In and Check-Out: Oversee the check-in/check-out processes to ensure smooth, quick, and accurate transactions.
Handle Guest Complaints: Act as a point of escalation for guest complaints or issues, working to resolve problems quickly and efficiently to maintain guest satisfaction.
Provide Personalized Service: Ensure that VIP guests or special requests are given extra attention, ensuring that their experience meets or exceeds expectations.
Administrative Tasks and Front Office Systems

Monitor Reservations: Ensure that room availability and reservations are accurately managed, coordinating with housekeeping and reservations teams to avoid overbooking or room allocation issues.
Data Entry and Updates: Ensure accurate and up-to-date guest information is entered into the Property Management System (PMS).

Desired candidate profile

• • Leadership and Supervision: Ability to lead, train, and motivate a team, ensuring productivity and high morale among staff.
  • Excellent Communication: Strong verbal and written communication skills, particularly when dealing with guests and team members.
  • Customer-Focused: A passion for delivering exceptional customer service and going the extra mile to exceed guest expectations.
  • Organizational Skills: Strong ability to manage time, handle multiple tasks, and prioritize effectively in a fast-paced environment.
  • Problem-Solving: Ability to resolve guest issues quickly and efficiently, ensuring that both guest and hotel satisfaction are maintained.
  • Attention to Detail: Accuracy in guest billing, data entry, and following operational procedures.
  • Technology Savvy: Experience with hotel property management systems (PMS), point-of-sale systems, and other relevant software applications.

• Personal Attributes

  • Professional Demeanor: Must maintain a polished and professional appearance and attitude at all times.
  • Adaptability: Ability to adapt to changing guest needs, hotel requirements, and evolving industry standards.
  • Patience and Calm Under Pressure: Ability to manage guest interactions calmly and professionally, especially during busy periods or when handling complaints.