Franchise Hotel - Front Desk Shift Leader

About Voco Hotels

Join voco hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco hotels.

Role Description

The Front Office Shift Leader is responsible for overseeing the daily operations of the front desk and ensuring exceptional guest service. This role involves leading a team of front office staff, managing guest relations, and maintaining efficient check in and check out procedures.

Role & Responsibilities Team Supervision

• Lead and motivate front desk staff during shifts.
• Train new employees on procedures, systems, and customer service standards.
• Conduct performance evaluations and provide constructive feedback.

Guest Relations

• Greet guests upon arrival and ensure a smooth check in process.
• Handle guest inquiries, requests, and complaints with professionalism and urgency.
• Maintain positive relationships with guests to enhance their overall experience.

Operational Oversight

• Manage daily front office operations, including check in/check out, room assignments, and reservations.
• Ensure adherence to hotel policies and procedures for front office operations.
• Monitor lobby and front desk cleanliness and organization.

Communication

• Act as a liaison between the front office and other departments (housekeeping, maintenance, etc.).
• Relay important information to staff regarding guest needs and operational updates.
• Prepare and distribute shift reports and any necessary updates to management.

Financial Management

• Oversee cash handling procedures, including deposits and balancing cash drawers.
• Assist in managing billing processes and ensure accuracy in guest accounts.

Performance Monitoring

• Track key performance indicators related to guest satisfaction and front office efficiency.
• Analyze feedback and trends to identify areas for improvement in service delivery.

Crisis Management

• Respond to emergencies or unexpected situations, maintaining composure and ensuring guest safety.
• Implement contingency plans as necessary to address operational challenges.

Administrative Duties

• Maintain accurate records of guest information and transactions.
• Assist in managing inventory of front office supplies and materials.

Person Specifications

• Presentable personality and hospitality traits.
• Fair and charming features.
• Professional appearance and demeanor.

Functional Pre Requirements

• Educational Qualifications: A high school diploma or equivalent; a degree in Hospitality Management or related field is often preferred.
• Years of Experience: Min 3 - Max 5 years.
• Industries Acceptable From: Hotels & Resorts.
• Languages Required: English, French.
• Computer and Software Proficiency: Proficient in using computer systems, including reservation hotel management systems and booking software; Knowledge of Microsoft Office applications (Word, Excel, Outlook).
• Driving License: NA.
• Travel Availability / Time Flexibility: World Islands - Dubai / Very Essential.
• Work Relationships: Internal: Subordinates & Managers; External: Guests.

Behavioural Competencies

• Leadership Skills
• Problem Solving
• Communication
• Teamwork
• Customer Focus
• Adaptability
• Attention to Detail
• Time Management
• Conflict Resolution
• Decision Making

Benefits

We give our people 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.

We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

So, join us and you'll become part of our hotel family.