Front Office Team Leader

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.

Location:

Pay Type:

Pay starting at (based on experience):

The Front Office Manager oversees all guest services operations, including Front Desk, Reservations, PBX, Bell staff, and transportation services to ensure quality and guest satisfaction. Must have thorough knowledge of property management software (PMS) or hotel reservation software.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

- Always approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.

- Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.

- Should have an eye for detail and the ability to effectively deal with guests and other departments.

- Responsible for enhancing Customer Satisfaction by responding to Guest Feedback, Social Media Reviews, etc.

- Responsible for improving the department financial performance by up selling and managing room revenue.

- Manages and motivates the Front Office team in order to provide a high standard of service.

- Welcomes guests and fosters customer loyalty through his/her friendly manner.

- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.

- Maintains a thorough knowledge of the room locations, types of rooms, package plans, and all hotel facilities/amenities.

- Takes reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.

- Oversees and supervises guest arrivals and departures and ensures that the pricing policy and internal audit procedures are duly applied.  

- Checks-in and checks-out guests as needed, assigns rooms for the day per guest requests and reservation details, assists guests in booking reservations and canceling reservations as needed, processes payments for guest bills.

- Provides quality service to all guests by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout their stay.

- Minimizes loss of revenue by adhering to all established credit and inventory control procedures including retrieving proper approval codes for cash and card paying guests.

- Reviews arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.

- Monitors and coordinates group reservations activity with the sales department.

- Follows up on all tentative bookings and updates reservation status.

- Reviews no-show and cancelled reservations and processes charges according to hotel’s policy.

- Monitors telephone etiquette and general performance of reservations staff daily.

- Integrates and trains employees, providing support for skills development.

- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc.), and punctual.

- Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

- Has a good knowledge of all systems and standard operating procedures of Front Office.

- Ensures that guest documentation and information is available and up to date.

- Performs any other duties as assigned by management.

Qualifications

1. Degree or diploma in Hospitality Management, Business Administration, or related field.

2. Minimum 1 year of experience as an Assistant Front Office Manager, Assistant Front Desk Manager, or Front Office Supervisor.

3. Should be able to work independently and with minimum supervision.

4. Excellent customer service skills.

5. Ability to read, write, and speak effectively in English in order to communicate with guests and team members.

6. Have a strong attention to details.

7. Must be able to multi-task.

8. Must be a team player.

Innisfree Hotels will invest in you, if you invest in you. We are a fast-paced, expanding company and we need team members who thrive on challenge, seek responsibility and value our culture to lead us into the next generation of growth.