Franchise Hotel - Front Desk Shift Leader

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

Job summary

An international hotel chain is seeking a Front Office Shift Leader to oversee front desk operations in Dubai. The role requires exceptional guest service skills, leadership capabilities, and a proven track record in hospitality management. Candidates should have 3 to 5 years of experience, with proficiency in English and French. The hotel offers competitive salaries and a range of benefits, reflecting a commitment to diversity and support for its employees.

Qualifications

• Presentable personality and hospitality traits.
• Minimum 3 to 5 years of experience in similar roles.
• Proficient in English and French.

Responsibilities

• Oversee daily operations of the front desk with exceptional guest service.
• Lead a team of front office staff, managing guest relations.
• Ensure adherence to hotel policies and monitoring operational procedures.

Skills

Leadership Skills

Problem-Solving

Communication

Customer Focus

Attention to Detail

Education

High school diploma; degree in Hospitality Management preferred

Tools

Hotel management software

Microsoft Office (Word, Excel, Outlook)

Job description

[aboutus]

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.

[daytoday]

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.

[requirements]

PERSON SPECIFICATIONS:

Presentable personality and hospitality traits

Fair and charming features.

Professional appearance and demeanor.

FUNCTIONAL PRE-REQUISITIES:	BEHAVIOURAL COMPETENCIES:
Educational Qualifications:	A high school diploma or equivalent; a degree in Hospitality Management or related field is often preferred.	·Leadership Skills ·Problem-Solving ·Communication ·Teamwork ·Customer Focus ·Adaptability ·Attention to Detail ·Time Management ·Conflict Resolution ·Decision-Making
Years of Experience:	Min 3 – Max 5 years
Industries Acceptable From:	Hotels & Resorts
Role Specific Qualifications & Training:
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

[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.