Front Desk Shift Leader

ROLE DESCRIPTION:

The Front Office Shift Leader is responsible for overseeing the daily operations of the front desk and ensuring exceptional guest service. This role involves leading a team of front office staff, managing guest relations, and maintaining efficient check-in and check-out procedures.

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ROLE & RESPONSIBILITIES:

Team Supervision:

Lead and motivate front desk staff during shifts.

Train new employees on procedures, systems, and customer service standards.

Conduct performance evaluations and provide constructive feedback.

Guest Relations:

Greet guests upon arrival and ensure a smooth check-in process.

Handle guest inquiries, requests, and complaints with professionalism and urgency.

Maintain positive relationships with guests to enhance their overall experience.

Operational Oversight:

Manage daily front office operations, including check-in/check-out, room assignments, and reservations.

Ensure adherence to hotel policies and procedures for front office operations.

Monitor lobby and front desk cleanliness and organization.

Communication:

Act as a liaison between the front office and other departments (housekeeping, maintenance, etc.).

Relay important information to staff regarding guest needs and operational updates.

Prepare and distribute shift reports and any necessary updates to management.

Financial Management:

Oversee cash handling procedures, including deposits and balancing cash drawers.

Assist in managing billing processes and ensure accuracy in guest accounts.

Performance Monitoring:

Track key performance indicators related to guest satisfaction and front office efficiency.

Analyze feedback and trends to identify areas for improvement in service delivery.

Crisis Management:

Respond to emergencies or unexpected situations, maintaining composure and ensuring guest safety.

Implement contingency plans as necessary to address operational challenges.

Administrative Duties:

Maintain accurate records of guest information and transactions.

Assist in managing inventory of front office supplies and materials.

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PERSON SPECIFICATIONS:

Presentable personality and hospitality traits

Fair and charming features.

Professional appearance and demeanor.

FUNCTIONAL PRE-REQUISITIES:

BEHAVIOURAL COMPETENCIES:

Educational Qualifications:

A high school diploma or equivalent; a degree in Hospitality Management or related field is often preferred.

Leadership Skills

Problem-Solving

Communication

Teamwork

Customer Focus

Adaptability

Attention to Detail

Time Management

Conflict Resolution

Decision-Making

Years of Experience:

Min 3 Max 5 years

Industries Acceptable From:

Hotels & Resorts

Role Specific Qualifications & Training:

Languages Required:

English, French

Computer and Software Proficiency:

Proficient in using computer systems, including reservation hotel management systems and booking software

Knowledge of Microsoft Office applications (Word, Excel, Outlook).

Driving License:

NA

Travel Availability / Time Flexibility:

World Islands Dubai / Very Essential

Work Relationships:

Internal: Subordinates & Managers

External: Guests