Front Office Shift Leader

The Front Office Shift leader provides leadership, supervision, training and motivation to Front Office Team which include Guest Service Assistants and Guest Service Bell Boy / Drivers.

Duties and Responsibilities:

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

1. General:

• At all times offer graceful, personalized and caring service towards all the guests as you are an ambassador of Constance Belle Mare Plage experience philosophy.
• At all times exhibit good posture and an elegant demeanor, and speak in a polite and attentive manner.
• Always address the guests with their name, keeping an eye contact and smile.
• At all times take ownership of guests request and do not refer guests elsewhere.
• At all times adhere to the grooming and etiquette standards of the resort.
• Always display punctuality and good attendance as an act of responsibility towards guest service and towards your colleagues.
• Always be courteous, considerate, supportive and respectful towards other team members of Front Office, Guest Relations, One Touch Service, Reservation and rest of the resort.
• Ensure to keep yourself updates with role of Front of the House in Fire, Cyclone, Tsunami and First Aid standards, through trainings.
• Attend all the trainings you are assigned to within your department or on resort level.
• Ensure that all front office team members demonstrate proactive and enthusiastic guest care.
• To be a role model of effectiveness and helpfulness at all times.
• Supervision of all aspects of Front Office operations established standards.
• To train ALL Guest Service Team members on minimum standards and Cashiering aspect.

2. Operations:

• Ensure that all complaints are immediately followed up on, communicated to the relevant departments, and resolved within 24 hours.
• Ensure that a complete and updated guest history system is maintained.
• Ensure Property Management system is operational. To highlight any defect to IT department to avoid any interruption in daily operations.
• Ensure that Team Members always action all procedures as set down in the Shift Procedures.
• Ensure that all accounting procedures area carried out in accordance with Resort policies and procedures.
• To carry out weekly spot checks on cashiering and float balances.
• To achieve the highest possible occupancy and average room rate by operating on overbooking policy and up selling policy.
• Liaise closely with Housekeeping to ensure that optimum number of rooms are available and all incoming guests requirements are met during daily rooms operations meeting.
• To handle any room rate variances and make necessary adjustments. Close coordination with Reservation Coordinator and Central Reservations are required.
• To maintain Front Office and Villa Bills on Hold below limited amount targeted per month, per year.
• To identify Direct paying guests bookings and ensure full deposit room charges are posted upon arrival.
• To follow-up on long stay guests with reception, to ensure weekly settlement is processed.
• To ensure that highlighted VIP guests bills are correct before departure day.
• To follow-up on group billings and settlement.
• To ensure that daily night audit issues are resolved, and handle the challenging issues that will take more than 48 hours for resolution.
• To be the main coordinator for group arrival and departure sequences.
• To refer to Front Office Manager for any last minute emergency rates or any preferred rates negotiated at desk.
• To pro-actively sell and promote the various outlets and services of the resort to our guests.
• To ensure that the Front Office supplies are reordered on a correct and timely system.
• To perform any other duties as assigned by Management.

 3. Management:

• To produce all administrative and statistical reports required by the Front Office Manager.
• To ensure structured handovers and briefing are carried out for each shift.
• To ensure that team members are rostered in accordance with Business needs and the Training activities within the resort.
• To supervise team members behavior and take immediate corrective action when below CBMP standards.
• To supervise implementation of training plan of departmental trainer.
• To ensure SOP are easy access, understandable and implemented.
• To communicate regularly with the Front Office Manager to keep him/her fully informed.
• To communicate with all the departments, keeping them informed concerning any plans affecting their area.
• To initiate Team member verbal guidance when needed.
• To highlight to Front office Manager any misconduct or non respect of procedures for disciplinary action process.
• To suggest areas of improvement according to Market Metrix scores and comments.

4. Environment awareness:

• To ensure Guest service Areas are in a good state of maintenance and cleanliness.
• To ensure regular revision of IT equipment, in coordination with IT.
• To ensure regular servicing of club cars, in coordination with Senior Porters.
• To ensure a practical and efficient work environment : to suggest any areas of improvement to the Front office Manager.

Candidate profile:

Qualification:

• Middle or Secondary Education + Additional  training or certificates in the relevant field.

Experience:

• A minimum of 3 years of experience in hotel industry.
• Proven experience working in a top luxury resorts.
• Experience working in remote island locations is a plus.

Technical skills:

• Computer proficiency.
• Leadership abilities.
• Communication skills, both spoken and written.
• Attention to detail.
• Superb multitasking skills.
• Fluency in English and another language, written and verbal communication.
• Knowledge of a third language is a plus.