Front Office Team Leader

Fairmont Hotels & Resorts; Glasgow; On-site; GBP 15,000 - 22,000; Full time

Benefits offered by this job

30% discount in Accor Hotel Restaurant

Discounted hotel rates worldwide

Accor Academy

Job summary

Novotel Glasgow is seeking a Front Office Team Leader to provide an outstanding welcome and ensure guests have memorable stays. You will lead the front office team, oversee check-in/check-out, and collaborate across departments to deliver exceptional service.

The role emphasizes leadership, guest satisfaction, and smooth operations within a multi-hotel site, with a focus on making special occasions sparkle and maintaining high lobby standards.

Qualifications

• Proven experience in a front office or reception role within the hospitality industry
• Demonstrated leadership skills with the ability to motivate and manage a team effectively
• Excellent communication and interpersonal skills, with fluency in English
• Strong customer service orientation with a friendly and professional demeanour
• Detail-oriented approach with the ability to multitask in a fast-paced environment
• Proficiency in hotel management systems and computer applications
• Problem-solving skills with the ability to make quick, sound decisions
• Knowledge of local attractions and events (desirable)

Responsibilities

• Provide leadership and guidance to the front office team, fostering a collaborative and goal-oriented environment
• Oversee daily front office operations, ensuring efficient check-in and check-out processes
• Deliver outstanding customer service, addressing guest inquiries and resolving issues promptly and professionally
• Collaborate with other departments to ensure seamless guest experiences throughout their stay
• Train and mentor front office staff, promoting their professional development and enhancing team performance
• Monitor and maintain high standards of cleanliness and presentation in the lobby and reception areas
• Manage shift schedules and allocate tasks effectively to maximise team productivity
• Handle guest complaints and feedback with empathy and professionalism, ensuring timely resolutions
• Implement and maintain standard operating procedures for front office operations
• Assist in managing the department's KPI's and achieving financial targets
• Stay updated on local events and attractions to provide knowledgeable recommendations to guests

Skills

Leadership

Communication

Customer service

Multitasking

Hotel software

Problem solving

Local attractions knowledge

Tools

Hotel PMS

Job description

• Compensation: GBP 13.36 - GBP 13.36 - hourly

Company Description

Our mission atNovotel Glasgow is to create memorable moments for our guests, by connecting hearts from arrival to farewell!

As our next Front Office Team Leader, you will provide an amazing welcome for our guests, ensuring their stay with us exceeds their expectations. You will make friends, develop a reputation for outstanding service which puts our hotel on the map!

You'll be a team player, embracing challenges, with a limitless mindset that reminds all of our guests that we are Accor. You will be supporting the Front Office Team to excel and deliver and will be a core element of our hotel's warm welcome, putting their well-being at the heart of everything you do while adding your personal touch to their stay. This might mean creating that special sparkle within the rooms, ensuring that special occasions don't go unmissed and are the heart of what we do as hoteliers. You will bea passionate individual, dedicated to continuously improving the quality of the hotel's services.

Job Description

As a Front office Team Leader, you will be working across our multi hotel site playing a crucial role in ensuring exceptional guest experiences whilst leading and motivating our front office team. You will also:

• Provide leadership and guidance to the front office team, fostering a collaborative and goal-oriented environment
• Oversee daily front office operations, ensuring efficient check-in and check-out processes
• Deliver outstanding customer service, addressing guest inquiries and resolving issues promptly and professionally
• Collaborate with other departments to ensure seamless guest experiences throughout their stay
• Train and mentor front office staff, promoting their professional development and enhancing team performance
• Monitor and maintain high standards of cleanliness and presentation in the lobby and reception areas
• Manage shift schedules and allocate tasks effectively to maximise team productivity
• Handle guest complaints and feedback with empathy and professionalism, ensuring timely resolutions
• Implement and maintain standard operating procedures for front office operations
• Assist in managing the department's KPI's and achieving financial targets
• Stay updated on local events and attractions to provide knowledgeable recommendations to guests

Qualifications

Proven experience in a front office or reception role within the hospitality industry

• Demonstrated leadership skills with the ability to motivate and manage a team effectively
• Excellent communication and interpersonal skills, with fluency in English
• Strong customer service orientation with a friendly and professional demeanour
• Detail-oriented approach with the ability to multitask in a fast-paced environment
• Proficiency in hotel management systems and computer applications
• Problem-solving skills with the ability to make quick, sound decisions
• Knowledge of local attractions and events (desirable)

Additional Information

As part of our team you can have:

• 30% discount in any Accor Hotel Restaurant (T&C Applies)
• Discounted hotel rates all over the world in Accor Hotels
• Continuously learn and develop yourself with our Accor Academy
• Support your wellbeing in your professional and personal lives

Grow your experience anywhere. Explore limitless opportunities across 5000 Accor hotels in over 100 countries

• Participate activelyininitiatives to build a more inclusive and sustainable world
• And many more benefits and perks : Our objective is simple: make you grow and give you the spark to unleash your personality

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.