Team Leader - Front Office

Accor; Udaipur District; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Heartist Benefits

Academy Accor learning programs

Career development opportunities

Job summary

Raffles Udaipur is seeking a proactive Team Leader - Front Office to guide a dynamic team in delivering exceptional guest experiences at our luxury hotel in Udaipur, India. You will oversee check-ins/outs, reservations and guest inquiries, while upholding high service standards and a collaborative work environment.

Leadership, customer focus and an analytical mindset are essential to drive performance, staff development and operational excellence across the front desk.

Qualifications

• Experience in front office leadership or supervisory role in hospitality or similar setting.
• Strong proficiency with property management systems, particularly Opera or similar platforms.
• Excellent interpersonal and written/verbal communication skills with guests and team members.

Responsibilities

• Lead, supervise and mentor the front office team to ensure outstanding guest service and adherence to standards.
• Manage day-to-day front office operations: check-ins, check-outs, reservations, guest inquiries with professionalism.
• Handle guest concerns and complaints with empathy; implement effective solutions for memorable experiences.
• Train, develop and coach team members on front office procedures, systems and service excellence.
• Utilize Opera and other PMS to manage reservations, guest profiles and data.
• Schedule staff, manage workload, ensure adequate coverage for service quality.
• Conduct regular team briefings to align priorities and personalized service strategies.
• Monitor team performance using metrics and drive improvements.
• Foster an inclusive culture with open communication and mutual support.
• Maintain records, prepare reports and communicate insights to management clearly.
• Resolve conflicts while maintaining professional relationships and safety compliance.

Skills

Team leadership

Guest service

Front office operations

Communication

Problem solving

Analytical mindset

Staff coaching

Time management

Conflict resolution

Scheduling

Tools

Opera PMS

Job description

Company Description

Raffles Udaipur opened in 2021, its ornamental gardens, tumbling fountains and stately Indo‑Saracenic architecture describing a love story between India and the West. Set on a 21-acre private island rich with birdlife and exotic flora and fauna, this contemporary reimagining of a country mansion is the first Raffles hotel in India.

Company Description

Raffles Udaipur opened in 2021, its ornamental gardens, tumbling fountains and stately Indo‑Saracenic architecture describing a love story between India and the West. Set on a 21-acre private island rich with birdlife and exotic flora and fauna, this contemporary reimagining of a country mansion is the first Raffles hotel in India.

Just 20 minutes from the airport, Raffles Udaipur spans a private island and serene lakeshore. Begin your journey with a graceful boat ride, guided by migratory birds. Discover 137 rooms and suites, 10 dining experiences, two pools, wellness rituals, and the timeless care of the Raffles Butler.

Job Description

We're looking for an enthusiastic and organized Team Leader - Front Office to join our team in Udaipur, India. In this pivotal role, you will lead and inspire a dynamic front office team while delivering exceptional guest experiences. As a Team Leader, you will be the backbone of our front office operations, ensuring seamless service delivery, maintaining high operational standards, and fostering a collaborative and supportive work environment. Your leadership, combined with your customer-focused approach and analytical mindset, will drive team performance and contribute to our organization's success.

• Lead, supervise, and mentor the front office team to ensure consistent delivery of outstanding guest service and adherence to organizational standards
• Manage day-to-day front office operations, including check-ins, check-outs, reservations, and guest inquiries with efficiency and professionalism
• Handle guest concerns and complaints with empathy and decisiveness, implementing effective solutions to ensure memorable guest experiences
• Train, develop, and coach team members on front office procedures, systems, and customer service excellence through ongoing support and feedback
• Utilize property management systems (such as Opera) to manage reservations, guest profiles, and operational data with accuracy and attention to detail
• Schedule staff effectively, manage workload distribution, and ensure adequate coverage to maintain service quality at all times
• Conduct regular team briefings to communicate priorities, updates, and personalized service strategies that enhance guest satisfaction
• Monitor team performance through analytical review of metrics, identify areas for improvement, and implement innovative solutions to drive results
• Foster a collaborative and inclusive team culture that encourages open communication, transparency, and mutual support among team members
• Maintain detailed records, prepare reports, and communicate operational insights to senior management with clarity and precision
• Resolve conflicts and challenging situations with resilience and assertiveness while maintaining professional relationships
• Ensure compliance with company policies, procedures, and safety protocols across all front office operations

Qualifications

• Service-focused personality with a genuine passion for delivering exceptional guest experiences and building lasting relationships
• Proven experience in a front office leadership or supervisory role within the hospitality industry or similar customer-facing environment
• Strong proficiency with property management systems, particularly Opera or comparable front office software platforms
• Excellent interpersonal and communication skills, both written and verbal, with the ability to interact effectively with guests and team members at all levels
• Demonstrated problem-solving abilities and strong analytical skills to assess situations and implement effective solutions
• Proven ability to lead by example, inspire team members, and foster a positive, collaborative work environment
• Strong organizational and time management skills with the ability to prioritize multiple tasks and manage competing demands
• Experience in staff training, development, and performance management
• Conflict resolution and guest complaint handling expertise with a focus on turning challenges into opportunities
• Proficiency in scheduling, resource planning, and workload management
• Attention to detail and commitment to maintaining high operational and service standards
• Flexibility and resilience to adapt to changing priorities and work in a fast-paced environment
• Knowledge of front office procedures, protocols, and best practices in hospitality operations
• Ability to analyze operational data and metrics to drive continuous improvement and goal achievement

Additional Information

• An opportunity to be with world’s preferred hospitality company
• Captivating and rewarding experience working alongside passionate professionals
• Range of exclusive Heartist Benefits
• Develop your talent through learning programs by Academy Accor.