Front Office Team Leader

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.