The Front Office Team Leader is responsible for overseeing the daily operations of the Front Office and ensuring the delivery of an exceptional and seamless guest experience at every touchpoint from pre‑arrival to check‑in, stay, and departure. This role plays a crucial part in coaching and supporting the Front Desk team, fostering a culture of service excellence, and ensuring all procedures are executed in full alignment with company standards and brand guidelines.
The ideal candidate leads by example, demonstrates strong problem‑solving abilities, and actively contributes to a collaborative, positive, and guest‑centric work environment.
Main Duties & Responsibilities
* Supervise front office operations, ensuring smooth and efficient service throughout all guest interactions.
* Support, coach, and guide Front Desk Agents, fostering professional growth and ensuring consistent service quality.
* Welcome guests, manage check‑in and check‑out activities, and resolve any operational or service issues promptly and effectively.
* Ensure strict compliance with internal procedures, standard operating guidelines, and brand standards.
* Handle complex guest requests or complaints, anticipating needs and ensuring full guest satisfaction.
* Actively promote and support upselling and cross‑selling initiatives to maximize revenue opportunities.
* Coordinate closely with Housekeeping, F&B, and other departments to guarantee optimal communication and operational flow.
* Monitor team performance, participate in scheduling, and help maintain staffing levels aligned with business needs.
* Maintain full knowledge of hotel history, services, facilities, room types, rates, and special offers.
* Ensure accurate and timely management of administrative tasks, reports, and daily handovers.
Qualifications
* At least two years of experience in Front Office roles, with previous supervisory or team‑leading experience preferred, ideally in upscale or luxury hospitality.
* Strong leadership skills, with the ability to motivate and support a diverse team.
* Excellent customer orientation, conflict‑resolution abilities, and a proactive approach to problem‑solving.
* Strong communication skills and the ability to build positive relationships with guests and colleagues.
* Professional, courteous, and composed demeanor, even under pressure.
* Flexibility to work rotating schedules, including nights, weekends, and holidays.
* Excellent command of English; proficiency in a second foreign language is considered a strong asset.
* Solid knowledge of PMS Opera systems and front office procedures.
What We Offer
* A dynamic and stimulating work environment that values people, teamwork, and professional growth.
* Opportunities for ongoing development and career progression within the company.
* Complimentary nights at Hyatt hotels worldwide.