Front Office - Team Leader - Front Desk

Job Summary:
The Front Office Team Leader - Front Desk is responsible for overseeing the operations of the front office department and leading a team of front desk staff. They will ensure smooth and efficient check-in, check-out process for guests, handle guest inquiries and complaints, and maintain guest satisfaction.

Job Responsibility:
- Supervise and train a team of front desk staff, including scheduling and coordinating their tasks and responsibilities
- Ensure that all front office operations are running smoothly and efficiently, including check-in, check-out, guest services, and reservations
- Handle guest inquiries and complaints, and resolve any issues in a prompt and professional manner
- Maintain a high level of guest satisfaction by providing excellent customer service and anticipating guest needs
- Collaborate with other departments to ensure a seamless guest experience, including housekeeping, maintenance, and F&B
- Monitor and analyze front office performance metrics, such as occupancy rates, arrival and departure rates, and revenue
- Implement and enforce hotel policies and procedures, particularly those related to guest services and safety/security
- Maintain and update guest records and information in the hotel management system
- Assist with financial reporting and billing procedures, including cash handling and credit card transactions

Candidate Requirements:
- High school diploma or equivalent; Bachelor's degree in hospitality management or a related field is preferred
- Proven experience in a similar role, such as front desk supervisor or front office team leader
- Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and management
- Strong leadership and mentoring abilities, with the capacity to train and motivate a team
- Exceptional customer service skills, with a focus on guest satisfaction and problem-solving
- Knowledge of hotel management systems and reservation systems, such as Opera or Fidelio
- Proficient in Microsoft Office applications, particularly Excel and Word
- Ability to work well under pressure and prioritize tasks in a fast-paced environment
- Detail-oriented and organized, with a high level of accuracy in record-keeping and financial transactions
- Flexibility to work shifts, including weekends and holidays, as required

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Skills:
- Strong leadership skills and the ability to effectively manage a team of front office staff
- Excellent communication and interpersonal skills to interact with guests, staff, and other departments
- Exceptional organizational and time management skills to ensure smooth operations and efficient workflow at the front desk
- Proficiency in using front office software and reservation systems to manage guest bookings, check-ins, and check-outs
- Ability to handle difficult situations and resolve guest complaints in a professional and efficient manner
- Strong attention to detail and accuracy to ensure all guest information is recorded correctly
- Good problem-solving skills to quickly identify and address any issues or challenges that may arise
- Customer service-oriented mindset to ensure all guests receive a positive experience during their stay
- Multitasking abilities to handle multiple tasks simultaneously and prioritize accordingly
- Knowledge of hotel policies and procedures to ensure compliance and provide accurate information to guests