Front Office Team Leader

Alila Hotels; Dhofar; On-site; OMR 67,000 - 100,000; Full time

Job summary

Alila Hinu Bay in Oman seeks a Front Office Supervisor to lead daily operations, train staff to hotel standards, and ensure exceptional guest service. You will manage schedules, handle guest requests, and coordinate with the supervisor on duty to maintain high service levels.

The role requires strong organizational skills, English proficiency, and the ability to work flexible shifts, including nights and weekends.

Qualifications

• Excellent problem-solving abilities and guest service mindset.
• Strong organizational skills and attention to detail.
• Strong interpersonal and communication skills in English.
• Ability to remain calm and efficient under pressure.
• Knowledge of Opera PMS or similar hotel systems preferred.
• Willingness to work flexible shifts, including nights, weekends and holidays.

Responsibilities

• Be actively involved in building teamwork and enhancing commitment.
• Understand hotel vision and brand personality in daily work.
• Train staff to meet hotel standards effectively.
• Recognize and address substandard performance promptly and fairly.
• Schedule employees in accordance with business needs.
• Communicate professionally with guests, suppliers and colleagues.
• Maintain front office operations and procedures as per SOPs.
• Register and assign rooms for arriving guests with/without reservations.

Skills

Problem solving

Guest service mindset

Organizational skills

Attention to detail

Interpersonal skills

Communication in English

Calm under pressure

Opera PMS knowledge

Flexible shifts

Tools

Opera PMS

Job description

Organization- Alila Hinu Bay

Summary

Leadership

• Be actively involved in building teamwork and enhancing the team’s commitment to their work and the hotel
• Understand the hotel’s vision and brand personality and ensure it is integrated in your daily work practices
• Actively and successfully train people to work according to hotel’s standards
• Recognize outstanding individual performance in your team and deal with substandard performance fairly, immediately and constructively
• Ensure all employees under your supervision are scheduled in accordance with business needs

General Responsibility

• Communicate in a friendly, tactful and professional manner with guest, suppliers as well as colleagues
• Be informed and keep your supervisor informed of all matters that may affect your work, the hotel’s service or reputation
• Always present a clean and tidy appearance in accordance with the hotel’s grooming standards
• Be flexible and open to change in your job responsibilities, work area and/or roster to meet business needs
• Be understanding, supportive, encouraging and helpful to guests as well as suppliers and your colleagues
• Care about your work environment and make sure it is tidy and well maintained
• Be reliable and ensure you are at work on time
• Know your role in case of emergency such as bomb threat, flood, fire etc
• Understand the Employee Handbook and comply with the standards it outlines
• Carry out all professionally reasonable instructions given by your supervisor

Technical Expertise

• Maintains current information regarding reservation systems, lost and found, guest complains and all policies and procedures for the efficient operation of the Front Office.
• Handles guest complains to the satisfaction off all parties.Notifies the Front Office Manager, Duty Manager or Director of Rooms if assistance is required.
• Registers and assign room to arriving guests with and without reservations ensuring that registration cards are correctly completed giving required information.
• Pre-register arriving guests when conceivable.
• Handle CIP, VIP and VVIP guest in accordance with the Standard Operating Procedure.
• Ensures room keys are checked and secured.
• Assign on daily basis a show rooms for site inspections.
• Co-ordinate the preparation of the welcome gesture and ensure that timing and distributing are managed appropriately.
• Ensure that all equipment is properly maintained and in good working order at all time
• Prepare weekly staff ensuring that sufficient staff are available to handle expected busy periods and minimizing payment
• Coordinates with the Duty Manager all public function and notice boards display current information about hotel services and activities.

Qualifications

• Minimum 2- 3 years of experience in a front office or guest-facing supervisory role.
• Knowledge of Opera PMS or similar hotel systems preferred.
• Excellent problem-solving abilities and guest service mindset.
• Ability to remain calm and efficient under pressure.
• Strong organizational skills and attention to detail.
• Willingness to work flexible shifts, including night shifts, weekends, and public holidays.
• Good knowledge of hotel standards, policies, and safety procedures.
• Strong interpersonal and communication skills in English.