Front Office Team Leader

**Summary** ----------- **Leadership** -------------- * Be actively involved in building teamwork and enhancing the team’s commitment to their work and the hotel * Understand the hotel’s vision and brand personality and ensure it is integrated in your daily work practices * Actively and successfully train people to work according to hotel’s standards * Recognize outstanding individual performance in your team and deal with substandard performance fairly, immediately and constructively * Ensure all employees under your supervision are scheduled in accordance with business needs **General Responsibility** -------------------------- * Communicate in a friendly, tactful and professional manner with guest, suppliers as well as colleagues * Be informed and keep your supervisor informed of all matters that may affect your work, the hotel’s service or reputation * Always present a clean and tidy appearance in accordance with the hotel’s grooming standards * Be flexible and open to change in your job responsibilities, work area and/or roster to meet business needs * Be understanding, supportive, encouraging and helpful to guests as well as suppliers and your colleagues * Care about your work environment and make sure it is tidy and well maintained * Be reliable and ensure you are at work on time * Know your role in case of emergency such as bomb threat, flood, fire etc * Understand the Employee Handbook and comply with the standards it outlines * Carry out all professionally reasonable instructions given by your supervisor **Technical Expertise** ----------------------- * Maintains current information regarding reservation systems, lost and found, guest complains and all policies and procedures for the efficient operation of the Front Office. * Handles guest complains to the satisfaction off all parties. Notifies the Front Office Manager, Duty Manager or Director of Rooms if assistance is required. * Registers and assign room to arriving guests with and without reservations ensuring that registration cards are correctly completed giving required information. * Pre\-register arriving guests when conceivable. * Handle CIP, VIP and VVIP guest in accordance with the Standard Operating Procedure. * Ensures room keys are checked and secured. * Assign on daily basis a show rooms for site inspections. * Co\-ordinate the preparation of the welcome gesture and ensure that timing and distributing are managed appropriately. * Ensure that all equipment is properly maintained and in good working order at all time * Prepare weekly staff ensuring that sufficient staff are available to handle expected busy periods and minimizing payment * Coordinates with the Duty Manager all public function and notice boards display current information about hotel services and activities. **Qualifications** ------------------ * Minimum 2\- 3 years of experience in a front office or guest\-facing supervisory role. * Knowledge of Opera PMS or similar hotel systems preferred. * Excellent problem\-solving abilities and guest service mindset. * Ability to remain calm and efficient under pressure. * Strong organizational skills and attention to detail. * Willingness to work flexible shifts, including night shifts, weekends, and public holidays. * Good knowledge of hotel standards, policies, and safety procedures. * Strong interpersonal and communication skills in English.