Front Office Team Leader

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.