Front Office Team Leader

Review and update the Logbook.
Be smart, well-groomed, and maintain a friendly and cheerful disposition at all times.
Report regularly on happenings to Duty Manager, Night Manager, Assistant Front Office Manager, and Front Office Manager.
Maintain associate relations.
Resolve complaints.
Handle disputes.
Ensure services are up to the required standard.
Smooth check-in/check-out procedures.
Hotel tours as per list.
Check hotel situation occupancy, functions, groups, and VIPs.
Cooperate with hotel departments: Housekeeping, Engineering, F&B, etc.
Attend training classes as per schedule.
Show full cooperation and respect within the team and other departments.
Be aware of daily activities and have product knowledge of all hotel facilities.

Main Duties and Responsibilities:

Prepare for daily arrivals in terms of room allocation, amenities, and special requests of guests.
Register and process check-in for all arrivals.
Update and check guest information into the computer after a complete check-in.
Accountable for cashiering duties, foreign exchange transactions, night audit tasks, and settlement upon guests' departure.
Handle walk-in counter reservations at all times and process call-in reservations when the room reservations section is closed.
Provide friendly, smooth, courteous service to guests and respond promptly to all requests and inquiries at all times.
Resolve guest complaints/requests and liaise with the department concerned to ensure immediate follow-up.
Handle issuance of guest room key cards and ensure effective control for guest security.
Check and convey messages to guests.
Assist at the Information counter, Foreign Exchange, Night Audit, and the Business center as assigned.
Check the Paymaster Accounts and give proper feedback to the Assistant Front Office Manager and Front Office Manager.
Review log book, verify outstanding items, and follow up pending tasks. Identify any special assignments for the day.
Check hotel situation occupancy, functions, groups, and VIPs.
File daily reception reports and documents systematically.
At the end of the shift or the day, communicate all information that the next shift needs to know for the smooth running of operations.

General / Miscellaneous:

Coordinate and share information with the Front Office, Housekeeping, F&B, and especially with Duty/Night Manager and Front Office Manager regarding VIPs.
Effectively handle all guest complaints concerning the Front Office in coordination with Duty Manager, Night Manager, Assistant Front Office Manager, and Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments if necessary.
Familiarize yourself with all related company documentation, especially with the relevant Operational Standards Manual for your field of responsibility.
Other duties as assigned.

Qualifications:

University Degree in Hotel Management and/or a minimum of 2 years in a similar role.

Remote Work:

No

Employment Type:

Full-time