Front Office Team Leader

The Front Office Team Leader is responsible for supporting the daily operations of the Front Office ensuring exceptional guest experiences and providing leadership guidance and training to the Front Office team. The role acts as the shift leader in the absence of the Duty Manager and plays a key role in maintaining service standards accuracy of financial processes and smooth coordination across departments.

Key Responsibilities

Guest Experience & Service Standards

• Ensure all guests receive a warm professional and efficient welcome stay and farewell experience.
• Resolve guest complaints promptly professionally and in line with hotel policy.
• Support the Accor and Pullman brand standards across all guest touchpoints.
• Monitor lobby presence and ensure FO team members are engaging proactively with guests.

Operational Leadership

• Lead Front Office operations during assigned shifts ensuring seamless coordination with Housekeeping Reservations Sales and F&B.
• Assist with daily arrival and departure checks VIP preparations room allocations and group handling.
• Manage cash handling banking procedures refunds and end-of-shift financial accuracy.
• Complete and review reports such as shift checklists room discrepancy reports and upsell tracking.

Team Support & Training

• Provide guidance coaching and on-the-job training to GSAs.
• Support the on boarding of new team members and ensure training plans are followed.
• Assist the Front Office Manager with performance reviews and continuous improvement initiatives.
• Promote a positive work culture through teamwork communication and professional conduct.

Duty Manager Support

• Act as the hotels point of contact when a Duty Manager is not on shift.
• Assist in managing emergency procedures incidents and after-hours guest needs.
• Help maintain safety security and compliance in accordance with hotel policies.

Administration & Compliance

• Ensure accuracy of reservations billing and guest profiles.
• Support inventory management of keys equipment signage and stationary.
• Maintain adherence to Health & Safety Liquor Licensing and Privacy requirements.
• Assist with rostering and payroll information when required.

Qualifications :

Essential:

• Previous experience in Front Office/Reception preferably within a hotel environment.
• Strong communication and interpersonal skills.
• Ability to lead motivate and support a team.
• High level of professionalism and attention to detail.
• Ability to work rotating shifts weekends and public holidays.
• Confident in handling difficult situations and resolving guest concerns.

Preferred:

• Experience supervising or leading a small team.
• Knowledge of Opera PMS and Accor systems (RESAWEBTARSACDC).
• LCQ Certificate (or ability to obtain).
• First Aid Certificate (preferred but not essential).

Additional Information :

Whats in it for you:

• Opportunities for career development and global mobility within the Accor network.

• Staff discounts at Accor hotels worldwide.

• Training programs and access to learning platforms to support your growth.

• Availability to work on weekends.

• A vibrant inclusive workplace where your ideas and contributions are valued.

• Part -Time guranteed 25 hours per week 

Remote Work :

No

Employment Type :

Part-time