Job Scope:
The Front Office Team Leader is responsible for supervising the front office team and ensuring the smooth and efficient operation of the front desk. The role focuses on delivering exceptional guest service, supporting team members, and maintaining high operational standards throughout the guest journey.
Main Duties and Responsibilities:
- Supervise daily front office operations to ensure smooth service delivery.
- Support the Front Office Manager in managing front desk activities.
- Ensure efficient and professional check-in and check-out processes.
- Monitor guest arrivals, departures, and special requests.
- Provide guidance and support to Front Office Ambassadors.
- Handle guest complaints and ensure prompt and effective resolution.
- Ensure all guest information and reservations are accurately recorded in the system.
- Coordinate with housekeeping and other departments to ensure room readiness.
- Monitor front desk performance and maintain service standards.
- Assist with training and development of front office team members.
- Ensure adherence to hotel policies, procedures, and service standards.
- Assist with room allocation and upgrade opportunities.
- Monitor billing accuracy and guest account settlements.
- Maintain a professional front desk environment and ensure proper grooming standards.
- Prepare shift reports and communicate important information to management.
- Support the team during peak operational periods.
Education:
- Diploma or Degree in Hospitality Management or related field preferred.
Qualifications/Skills:
- Strong leadership and supervisory skills.
- Excellent guest service and communication abilities.
- Strong problem-solving and decision-making skills.
- Ability to work in a fast-paced environment.
- Knowledge of front office systems and hotel operations.
- Professional appearance and positive attitude.
