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Front Office Team Leader

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar HYATT HOTEL Full time
Roles and responsibilities

Assists the Front Office Management Team in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times
Able to handle guest's complaints in a unique and respective manner
Submits all guests/colleague's incident reports.
Ensures that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of "We work through Teams".
Ideally with a relevant degree or diploma in Hospitality or Tourism management.
Minimum 2 years of work experience in Hotel operations.
Good problem-solving, administrative, and interpersonal skills are a must.
Supervision of Front Desk Staff
Team Leadership: Oversee the daily operations of the front desk, managing a team of front desk agents and ensuring they follow proper procedures and provide excellent customer service.
Staff Training and Development: Train new employees and provide ongoing training to current staff to ensure they are knowledgeable about hotel policies, systems, and customer service techniques.
Performance Monitoring: Monitor the performance of front office staff, providing feedback and addressing any performance issues. This includes ensuring staff meet key performance indicators (KPIs) related to guest service, efficiency, and accuracy.
Guest Services Management
Guest Check-in and Check-out: Ensure efficient check-in and check-out processes, assisting guests with registration, room assignments, and special requests.
Guest Inquiries and Requests: Handle guest inquiries, requests, or complaints in a professional and timely manner. This may include resolving issues related to reservations, room conditions, or other guest concerns.
Personalized Service: Ensure that guests feel valued and receive personalized service, including handling VIP guests or special requests with care.
Administrative Tasks and Coordination
Manage Reservations: Oversee the reservation system, ensuring that bookings are handled accurately and efficiently. This includes coordinating with other departments like housekeeping and maintenance to ensure guest requests are fulfilled.
Shift Scheduling: Create work schedules for front office staff, ensuring that shifts are covered efficiently during peak hours.
Billing and Payment Processing: Oversee the accurate processing of guest payments, including handling cash, credit cards, and invoicing. Ensure that all billing details are correct and that guests are charged appropriately for their stay.

Desired candidate profile

Operational Efficiency and Problem Solving

  • Address Operational Challenges: Identify and address operational challenges or disruptions, such as overbookings, guest complaints, or staffing issues. The Team Leader must ensure minimal disruption to the guest experience.
  • Communication with Other Departments: Maintain open communication with other hotel departments, including housekeeping, maintenance, and food & beverage, to ensure guest needs are met in a timely and coordinated manner.

Safety and Security Oversight

  • Ensure Guest Safety: Ensure that safety protocols are followed by the front office team, such as verifying guest IDs, managing room keys, and reporting suspicious activity.
  • Emergency Procedures: Be prepared to manage emergency situations (e.g., fire alarms, medical emergencies) and guide front desk staff on how to handle such situations calmly and effectively.

Reporting and Documentation

  • Daily Reports: Compile and review daily reports on occupancy, reservations, guest complaints, and any issues that occurred during the shift. Share necessary information with senior management.
  • Guest Feedback and Surveys: Monitor guest satisfaction through surveys or feedback, addressing any areas for improvement and ensuring follow-up on issues raised by guests.