Team Leader – Front Office

The Team Leader is responsible for supervising and coordinating front office and guest service operations, ensuring efficient daily operations and consistently high standards of guest service.

Key Responsibilities:

• Supervise and support the Front Office team, ensuring professional service, grooming, attendance, and performance standards.
• Oversee check-in/check-out procedures, room allocations, reservations, billing, cash handling, and other front desk transactions.
• Coordinate VIP arrivals, repeat guests, special requests, transportation, and concierge services.
• Handle guest complaints, concerns, and service recovery professionally and efficiently.
• Ensure effective communication and coordination between Front Office and other hotel departments.
• Monitor guest satisfaction and feedback and support continuous service improvements.
• Ensure accurate shift handovers, guest communications, and operational reporting.
• Promote hotel services, packages, promotions, and upselling opportunities.
• Train, coach, motivate, and guide Front Office team members to achieve service excellence.
• Maintain good relationships with travel agencies, tour operators, airlines, and other hospitality partners.
• Ensure compliance with hotel policies, procedures, and service standards.
• Support management in achieving departmental objectives and operational targets.
• Lead by example in delivering exceptional hospitality and creating memorable guest experiences.
• Perform any other duties assigned by management.