Front Office Team Leader

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.