Team Leader, Front Office, SIRO One Za'abeel

Team Leader, Front Office, SIRO One Za'abeel (20445) SIRO One Za’abeel is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels. Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise. Be a part of the world’s first digitally integrated fitness and recovery hotel concept in Dubai and be inspired to become the best version of yourself, celebrating every milestone along the way. SIRO One Za’abeel creates an immersive lifestyle destination for a global community of fitness and wellbeing fanatics, enabling our guests to unlock and maintain peak mental and physical performance. SIRO One Za’abeel is the newest global hospitality and lifestyle brand by Kerzner International, owner of the iconic Atlantis Resort and Residences and ultra-luxury One&Only resorts worldwide. About The Role - Always keep a positive and motivated attitude, supervising and being an example as a leader. - Follow the Grooming standards and ensure all Team follows the same. - Maintain effective communication with all related departments to ensure smooth service delivery, building mutual trust and respect. - Understanding employee positions to perform duties in employees' absence. - Ensure regular on-job trainings are performed and all SOP’s followed. - Regular check of LQA Standards as applicable. - Empower employees to provide excellent customer service, guiding them through good judgement decisions. - Provide guidance and direction to Team colleagues, including setting and monitoring performance standards. - Attend the daily handover briefing when on shift and lead the briefing during the absence of the line Manager. - Being an active knowledgeable person about Memberships, activities, and services. - Monitor daily operation of the Front Desk Agents. - To assist with any other duties as required by the line manager or another member of the management team. - Provide services that are above and beyond for guest’s satisfaction and retention, interacting with guests to obtain feedback on the overall satisfaction. - Establish a positive and active relationship with the guests, maintaining a high visibility in public areas and being knowledgeable of the Siro product. - Always maintain high level of knowledge to upsell and cross-sell services and facilities to our guests. - Responsible for all in house guest requests and ensuring their needs are met based on five pillars. - Record guest issues in the guest response tracking system. - Review guest satisfaction results with employees daily during handover. - Making sure all guests’ complaints are followed up and discussed during the daily meeting within the Team for total guest recovery. - Always seek opportunities of service improvement. - Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. - Understand and comply with security, health and safety policies and procedures pf the hotel. - Welcome guests in an active manner, assisting in the check in and check out procedures when needed and in the App use. - Manage the shift and ensure that all Agents perform the tasks as per check lists. - Ensure all guest registrations are completed and correspond with Opera PMS. Ensure online check-ins in the App are updated in the system. - Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy. - Assure to comply with the hotel policy in relation to cash handling and the billing/credit policy. - Ensure room allocation is properly handled as per the guests’ requirements and reservation. - Be fully familiar with all room types and rates. - Should be responsible for the Team to achieve their goals for upsell and cross sell. - To ensure the Front Office Areas are kept neat and tidy. - To ensure that all backup materials are stored in a neat, organised, and structured manner to allow quick access at a future date. - To ensure that a proper handover is provided between shifts. - To control all PM accounts that are open. It is the Team Leader’s responsibility to ensure that all bills are invoiced out in a timely manner with all backup attached. - Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. - To undertake any reasonable tasks and secondary duties as assigned by the Management. - Ensure Lobby Coverage at any time of the day while on shift. - Perform an active

supervise and lead the Front Office team with a positive, motivated attitude; ensure grooming standards are followed; maintain effective inter-department communication for smooth service delivery; understand employee positions to cover in their absence; conduct on-the-job trainings and ensure SOPs are followed; monitor LQA standards; empower staff to deliver excellent customer service and guide decision-making; provide direction and monitor performance standards for team members; participate in daily handover briefings and lead when the line Manager is absent; be knowledgeable about memberships, activities, and services; oversee daily Front Desk operations; assist with other duties as required by the line manager or management team; deliver guest-centric service exceeding expectations and collect feedback; maintain active guest relationships, high visibility in public areas, and strong product knowledge; upsell and cross-sell services and facilities; manage all in-house guest requests and ensure needs are met per five pillars; record guest issues in the tracking system and review satisfaction results with staff; address guest complaints during daily team meetings for total guest recovery; seek opportunities for service improvement; understand and implement emergency, security, health and safety policies; assist with check-in/check-out and App usage as needed; manage shifts and ensure agents complete tasks per checklists; ensure registrations align with Opera PMS and online check-ins are updated; verify cashier closures and ensure billing/credit policy compliance; manage room allocation per guest requirements and rates; stay familiar with room types and rates; drive upsell and cross-sell goals; keep Front Office areas neat and tidy; maintain organized backup materials for quick access; ensure proper shift handovers; control PM accounts to ensure timely invoicing with backups; maintain strong cross-department relationships to support operations and goals; undertake additional duties as assigned by Management; ensure Lobby coverage at all times during shifts.