Front Office Team Leader

Organization- Alila Hinu Bay Summary 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 . Qualifications • Minimum 2- 3 years of experience in a front office or guest-facing supervisory role. • Knowledge of Opera PMS or similar hotel systems preferred. • Excellent problem-solving abilities and guest service mindset. • Ability to remain calm and efficient under pressure. • Strong organizational skills and attention to detail. • Willingness to work flexible shifts, including night shifts, weekends, and public holidays. • Good knowledge of hotel standards, policies, and safety procedures. • Strong interpersonal and communication skills in English. Show more Show less

Leadership, General Responsibility, Technical Expertise sections described in the posting include: leading and developing a Front Office team; ensuring guest satisfaction; maintaining standards; coordinating with Duty Manager; managing reservations, VIP handling, registration, and site inspections; ensuring equipment maintenance; scheduling staff for busy periods; coordinating public function information.