Front Office Team Leader
Position Title: Front Office Team Leader
Department: Front Office
Reports To: Front Office Manager / Assistant Front Office Manager
Job Summary:
The Front Office Team Leader is a pivotal supervisory role responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service from arrival to departure. This role acts as a bridge between front-line agents and management, handling complex guest requests, resolving escalated issues, and maintaining operational standards. The Team Leader motivates the front desk team to achieve high performance and guest satisfaction scores.
Key Responsibilities:
Guest Service & Operations:
- Supervise the shift operations of the front desk, concierge, and guest services teams.
- Act as the primary point of contact for escalated guest complaints, finding swift and effective resolutions to ensure guest satisfaction.
- Manage guest check-in and check-out processes, ensuring efficiency and a personalized touch for VIPs and loyalty program members.
- Oversee room allocation, ensuring optimal occupancy and that special requests are honored where possible.
- Maintain a thorough knowledge of hotel facilities, services, promotions, and local attractions.
Team Supervision & Training:
- Lead, train, motivate, and coach front office agents on a daily basis.
- Conduct pre-shift briefings and delegate tasks effectively.
- Monitor team performance, provide constructive feedback, and assist in performance evaluations.
- Support the onboarding and training of new hires on procedures, systems, and service standards.
Administrative & Financial:
- Ensure all cashiering procedures are adhered to, including float management, accurate posting, and closing of shifts.
- Handle cash transactions, foreign exchange, and credit card procedures with integrity.
- Prepare daily reports on occupancy, revenue, and noteworthy incidents for management.
- Control access to guest rooms and safeguard guest privacy and security.
Communication & Coordination:
- Liaise closely with the Housekeeping and Maintenance departments to coordinate room status, repairs, and priority cleans.
- Communicate effectively with all other departments (Sales, F&B, Reservations) to ensure a seamless guest experience.
Qualifications & Skills:
- High school diploma required; degree in Hospitality Management preferred.
- Minimum of 2-3 years of experience in a front desk role, with at least 1 year in a supervisory capacity.
- Proficiency in Property Management Systems (PMS) and booking platforms.
- Exceptional communication, problem-solving, and interpersonal skills.
- Strong leadership abilities and a guest-centric mindset.
- Ability to work under pressure, multitask, and handle difficult situations with diplomacy.
- Flexibility to work shifts, including nights, weekends, and holidays.
