Front Office Team Leader
4 days ago
I Guest Experience Management
· Supervise daily Front Office operations including check-in/out, room assignments, guest requests, and inquiries.
· Ensure all guests receive prompt, courteous, and personalized service throughout their stay.
· Handle guest concerns and service recovery professionally, escalating complex issues to management when appropriate.
· Monitor guest satisfaction levels and proactively address feedback or recurring issues.
II Team Leadership & Development
· Lead, motivate, and support the front desk team in achieving high service standards and operational consistency.
· Train and onboard new team members in guest service best practices, systems (PMS) and resort procedures.
· Conduct regular team briefings, support ongoing skills development, and provide performance feedback.
· Foster a positive and collaborative work environment with a strong focus on guest service.
· Conduct performance evaluation as scheduled
· Training and coaching front office staff to uphold high standards of service and professionalism
· Empower team members to resolve routine issues independently, providing guidance on more complex cases.
· Make room allocation and service recovery decisions in alignment with guest satisfaction goals and resort policies.
· Operational Coordination
· Collaborate with the Operations Team to ensure smooth and efficient guest service delivery.
· Coordinate special guest needs, including early arrivals, late checkouts, VIP arrangements, and special requests.
· Ensure effective internal communication and timely follow-up on all guest-related matters.
III Administrative Responsibilities
· Monitor daily cash handling, and end-of-shift reconciliation procedures.
· Ensure guest profiles, notes, and preferences are accurately updated in the Property Management System (PMS).
· Assist in preparing reports related to occupancy, guest feedback, and front office performance metrics.
IV Standards & Compliance
· Ensure all front desk procedures comply with the property's brand standards and operating policies.
· Oversee lobby appearance and ensure the front desk area remains clean, organized, and welcoming.
· Monitor staff presentation, grooming, and adherence to professional communication standards.
V Systems & Technology
· Ensure accurate and efficient use of all front office systems, including PMS, telephony, and guest communication platforms.
· Support basic troubleshooting for front office systems and guest access technologies as needed.
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