Front Office Team Leader

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

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

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.

Ability to remain calm and efficient under pressure.