Franchise Hotel - Front Desk Shift Leader

InterContinental Hotels Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel chain in Dubai is seeking a Front Office Shift Leader to manage daily operations of the front desk. This role involves leading the front office team, ensuring exceptional guest service, and handling inquiries and complaints. Candidates should have 3 to 5 years of experience in front office operations, a high school diploma, and preferably a degree in Hospitality Management. Proficiency in English and French, along with strong leadership and communication skills, are essential for this role. Join our team and be part of a culture that celebrates inclusivity and diversity.

Benefits

Competitive salary

Wide range of benefits

Inclusive team culture

Qualifications

• 3 to 5 years of experience in front office operations.
• Proficient in English and French.
• Presentable personality and professional appearance.

Responsibilities

• Lead and motivate front desk staff during shifts.
• Handle guest inquiries and complaints professionally.
• Manage daily front office operations, including check-in/check-out.

Skills

Leadership skills

Problem-solving

Communication

Customer focus

Attention to detail

Time management

Conflict resolution

Decision-making

Education

High school diploma or equivalent

Degree in Hospitality Management or related field

Tools

Reservation/hotel management systems

Microsoft Office (Word, Excel, Outlook)

Job description

Overview

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Oversee cash handling procedures, including deposits and balancing cash drawers.
• Assist in managing billing processes and ensure accuracy in guest accounts.
• Track key performance indicators related to guest satisfaction and front office efficiency.
• Analyze feedback and trends to identify areas for improvement in service delivery.
• Respond to emergencies or unexpected situations, maintaining composure and ensuring guest safety.
• Implement contingency plans as necessary to address operational challenges.
• Maintain accurate records of guest information and transactions.
• Assist in managing inventory of front office supplies and materials.

Qualifications

• Presentable personality and hospitality traits.
• Fair and charming features.
• Professional appearance and demeanor.
• High school diploma or equivalent; a degree in Hospitality Management or related field is often preferred.
• 3 to 5 years of experience in front office operations.
• Leadership skills, problem-solving, communication, teamwork, customer focus, adaptability, attention to detail, time management, conflict resolution, decision-making.
• Proficient in computer systems, reservation/hotel management systems, booking software, Microsoft Office (Word, Excel, Outlook).
• English and French language proficiency.

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.