🌟 Introduction
You are the driving force behind our Front Office team—the leader who ensures seamless operations while inspiring excellence in guest service. As Team Leader, you don’t just supervise; you mentor, problem-solve, and elevate every shift. If you thrive in fast-paced environments and love turning challenges into opportunities, this role is your next career milestone.
Why This Role?
✔ Leadership Impact: Shape team performance & guest satisfaction
✔ Growth Pathway: Step up to Front Office Supervisor/Assistant Manager
✔ Dynamic Role: Every day brings new wins and learning experiences
📋 Key Responsibilities
👥 Team Leadership & Development
- Lead daily shift briefings to align the team on priorities
- Mentor 5-10 Front Office Agents through coaching and feedback
- Recognize top performers with shout-outs and rewards
- Address performance gaps with constructive action plans
- Foster a positive, energetic team culture
- Conduct on-the-spot training for new processes/software
- Ensure staff adhere to grooming, punctuality, and service standards
- Facilitate cross-training between reception, concierge, and night audit
- Relay team concerns and ideas to management
- Maintain shift coverage by managing breaks and absenteeism
💎 Guest Experience Excellence
- Personally handle complex check-ins/check-outs
- Resolve guest complaints within 15 minutes (escalate if needed)
- Surprise repeat guests with personalized touches
- Train team on anticipatory service (e.g., noticing weary travelers)
- Monitor lobby flow to prevent bottlenecks during peak times
- Ensure guest privacy and data security at all times
- Oversee special requests (room preferences, celebrations)
- Follow up on service recovery cases to ensure satisfaction
- Maintain impeccable lobby/front desk presentation
- Share guest feedback insights in daily reports
⚙️ Operational Mastery
- Oversee accurate room status updates in PMS
- Manage walk-ins, upgrades, and room moves efficiently
- Verify all billing and folios before guest departure
- Coordinate with Housekeeping for timely room readiness
- Troubleshoot PMS, key card, or printer issues
- Supervise cash handling and end-of-shift reconciliations
- Monitor no-shows, cancellations, and early departures
- Maintain inventory of front desk supplies
- Ensure key security and lost & found protocols
- Complete shift handover reports with critical updates
💰 Revenue & Upselling
- Train team on effective upselling techniques
- Monitor ADR and occupancy targets during shifts
- Identify missed revenue opportunities (e.g., uncharged amenities)
- Approve comp stays/discounts within authority limits
- Promote hotel loyalty programs during interactions
🚨 Crisis Management
- Take charge during system outages or overbookings
- Handle medical emergencies per hotel protocols
- De-escalate guest conflicts with diplomacy
- Coordinate with security for safety incidents
- Document and report all critical incidents
📊 Reporting & Communication
- Submit daily shift performance reports
- Track team attendance and punctuality
- Share guest service trends with management
- Participate in weekly leadership meetings
- Communicate maintenance needs promptly
🛠️ Tools & Technology
- Master PMS (Opera, Fidelio, etc.) and POS systems
- Train team on new software features
- Troubleshoot basic tech issues at the desk
- Implement contactless check-in/out options
- Maintain digital guest records accurately
✅ Who We’re Looking For
✔ 1-2 years in Front Office (Senior Agent or Junior Supervisor)
✔ Natural leader who motivates through respect
✔ Tech-proficient with PMS/POS systems
✔ Guest-obsessed with eagle-eye for details
✔ Flexible for rotating shifts, weekends, holidays
✨ Why You’ll Love This Role
- Leadership Growth: Direct path to Supervisor/Manager roles
- Autonomy: Trust to make real-time decisions
- Recognition: Monthly “Top Team Leader” awards
- Benefits: Travel discounts, skill development
📩 Ready to Step Up? Apply Today!
Show us your leadership style! In your application:
- Share a time you turned a tough guest situation around
- Describe your approach to coaching a struggling team member
- Tell us one improvement you’d make at our front desk
Join us in delivering unforgettable hospitality!