Front Office Shift Leader

Job Role



To ensure the smooth and efficient operation of the Front Desk area which includes Reception and Front Office Cashiering Functions, achieving maximum Guest Satisfaction and adhering to standards of services required by the Organization.



Job Responsibility



Assist the operation in Reservation, Concierge, Telecommunication and the lobby area
Be efficient to maintain the standard of quality and services as defined by the Management.
To be efficient and diplomatic in dealing with situations involving any aspects of the Rooms Division where the reputation or image of the hotel is represented.
To be efficient in both jobs that is the Reception and Front Office Cashier’s function.
Ensure personalized service at the Front Desk for all Guests.
Ensure concierge functions are handled correctly.
To maintain correct standards of Daily Shift Briefing consistently.
Ensures smooth take over from previous shift and hand over efficiently to next shift, which involves all duties of Front Desk area.
Maintain an atmosphere of tranquility at the Front Desk, never giving the impression that there is a problem.
Implement Departmental Standards and Procedures for the section within Front Desk and monitor standards for Front Desk.
Should be able to answer all inquiries at Front Desk Service and Highly diverse information from the Guests.
Conduct monthly training and complete projects on time as assigned.
Fully responsible for the control issue of all keys at the Front Desk, including Master and emergency Keys as per established procedures.
Maintain a proper key control and report on missing keys with a proper written explanation.
Ensure all VIP / Groups / Delegation’s rooms are blocked and that all keys and LPO are in order.
Ensure that you go through all reservations for the day and the next day and report immediately any discrepancy.
To arrange Guest Ledger systematically to facilitate its audition.
Arrange Guest Bills and verify any discrepancy.
To ensure all guests are checked in to the computer immediately and accurately.
Ensure that all rates, packages, and discounts are correctly done.
Verify at the end of each Shift that all check-ins have been correctly entered.
Assist Front Desk Cashier to close his/her shift accurately if required
Handle individual Guests, Groups check-ins and checkouts according to standard procedures.
Ensure that all rebates and paid-out vouchers are explained correctly and signed by Asst. Front Office Managers and Managers on duty as well as by the Guest.
Check high balances on daily basis and ensure that Credit Policies have been adhered to at all times.
To ensure that all Cashiers prepare and balance a cash report and remittance envelope at the end of each shift.
To ensure that Guest History is maintained accurately.
Complete all reports by the end of the shift as required by policy
To ensure that the Front Desk area is kept clean and all operating equipment is in good condition.