Front Office Team Leader

Roles and responsibilities

• Represent your team with professionalism and warmth.
• Tackle challenges with a smile, resolving issues to make sure guests leave with a story to tell!
• Guide and motivate your team to consistently deliver exceptional service, ensuring every guest experience exceeds expectations.
• Stay involved in everything from shift checklists to inventory management, all while maintaining an energetic atmosphere.
• Master the Opera system and keep all the behind-the-scenes running smoothly.
  

Why you will love this job:

• Work in a dynamic, high-energy environment where no two days are the same.
• Learn new skills, receive mentorship, and have opportunities for career growth.
• Be part of a supportive team that values collaboration and fun.
• Enjoy benefits like staff discounts, and a creative, inspiring workplace.
  

Ideally, you'll have some or all the following qualifications and experience we're looking for:

• At least two years of experience in housekeeping within a five-star hotel and a can-do attitude!
• Strong communication skills and a passion for teamwork.
• Fluency in English and familiarity with Microsoft Office and Opera.
  

What you can expect from us:

We provide our team members with everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts, and some of the best training in the industry.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees, promoting a culture of trust, support, and acceptance. We always welcome different backgrounds, experiences, and perspectives.

Desired candidate profile

1. Leadership and Management

• Team Supervision: Leading a team of front office staff, ensuring they follow company policies, meet guest expectations, and provide excellent customer service.
• Training and Development: Providing training to new team members, helping them improve their skills, and continuously supporting the development of existing staff.
• Conflict Resolution: Addressing and resolving any team or guest conflicts in a calm, effective, and professional manner to maintain a positive environment.
• Delegation: Assigning tasks effectively to team members, ensuring that all front office operations run smoothly and efficiently.

2. Guest Service Excellence

• Guest Interaction: Interacting with guests in a friendly, professional manner, ensuring their needs are met and expectations are exceeded.
• Problem-Solving: Handling guest complaints or special requests in a timely and effective manner, ensuring guest satisfaction and retention.
• Personalization: Ensuring that each guest experience is tailored to individual needs, offering personalized services whenever possible.
• Customer Retention: Building rapport with guests to encourage repeat visits and positive reviews.

3. Communication Skills

• Clear Communication: Effectively communicating with guests, staff, and other departments (e.g., housekeeping, maintenance) to ensure all operations run smoothly.
• Written Communication: Maintaining clear written records, such as guest requests, issues, or complaints, and providing reports to management when needed.
• Listening Skills: Actively listening to guest concerns, employee feedback, and management instructions to improve service delivery.

4. Operational Knowledge

• Check-in/Check-out Processes: Overseeing and managing the check-in and check-out processes, ensuring that all procedures are followed accurately.
• Reservations Management: Ensuring that room availability is accurately reflected in the system, and working with the reservations team to manage bookings, overbookings, and special requests.
• Billing and Payments: Managing the billing process, ensuring that all charges are correctly applied to guests' accounts, and overseeing payment transactions.
• Room Assignment: Assigning rooms based on guest preferences and availability, ensuring that room assignments are done efficiently.
• Security Protocols: Ensuring the safety and security of guests, staff, and the hotel, including following procedures for emergency situations.