Shift Leader

We are seeking to recruit a Shift Leader who will assist in the management of the day-to-day operations of the Front Office to ensure consistent delivery of guest service.    The Shift Leader will report to the Front of House Manager and will assist with overseeing the daily operation of the Front of House department

Key Responsibilities:

• Lead, motivate and direct all Front of House champions in the execution of their duties to maximize operational efficiency. 

• Support the front desk during busy check-ins and checkouts times, ensuring personalized and professional service delivery to our guests at all times.

• Ensures the hotel and its facilities are always in pristine condition and conducts final inspections for all arrival guest rooms and suites

• Ensures that the Front of House Manager is kept fully aware of any relevant feedback from either customers or other departments

• Receives, handles and actions any guest complaints directly and initiates action ensuring reporting and effective follow up is maintained

• Meets and greets all arriving and departing guests and be present in the Lobby and F&B outlets to interact with them

• Generally be of assistance to guests, monitors guest’s satisfaction results and provide feedback to improve service 

• Plans, organizes and directs team members to ensure the highest level of guest satisfaction

• Directs and monitors the performance of Champions to ensure compliances to hotel’s policy and department’s game plan.

• To ensure that all guest registrations cards are correctly completed including billing, profiles, departure times and special request.

• Handles any emergency situation that may arise during the course of the shift

• Conducts tours of the Hotel property at regular intervals or when requested by the senior management, paying attention to peak guest’s movement areas, general condition and security of the Property.

• A University Degree in Hotel or Tourism Management or Business Management

• A minimum of 5 years’ experience in a managerial position, preferably in a hotel environment 

• Excellent customer service, interpersonal, organizational and time management skills along with the ability to prioritize

• An outgoing personality that is warm and friendly 

• Excellent communication skills with both internal and external guests.

• Ability to anticipate guest needs and be flexible in changing goals and direction quickly

• Ability to remain calm, objective and courteous under pressure and in stressful situations

• A passion for delivering exceptional levels of guest service 

• Experience in training others and the ability to be a department trainer

• Effective decision-making skills and the ability to multitask

• Proficiency in Microsoft Office Suite and Opera PMS

This position requires a high level of accountability. The successful candidate must be a team player, in good physical condition and be able to perform extensive walking, bending and stretching.