Front Office Shift Leader
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Key skills for this role
About the Role
Accor seeks a Front Office Shift Leader to supervise front desk operations at a hotel in Abu Dhabi. The role involves leading the team, managing check-in/out, resolving guest complaints, and ensuring compliance with policies.
Key Skills for This Role
Responsibilities
- Lead and supervise front desk team during assigned shifts, providing guidance, support, and performance feedback
- Manage check in and check out procedures while ensuring accuracy and efficiency in all transactions
- Address and resolve guest complaints and concerns with professionalism and empathy, escalating complex issues when necessary
- Monitor front desk operations to ensure compliance with company policies and procedures
- Schedule staff shifts and manage coverage to maintain adequate staffing levels
- Train new team members on front desk protocols, systems, and customer service standards
- Maintain accurate records of guest information, reservations, and transactions using front desk software
- Coordinate with other departments to ensure seamless guest experiences and operational continuity
- Manage cash handling, payment processing, and financial reconciliation procedures
- Identify opportunities for process improvements and implement solutions to enhance service quality
- Respond to guest inquiries via phone, email, and in person with professionalism and courtesy
- Ensure the front desk area remains organized, clean, and properly stocked with necessary materials
Requirements
- Proven experience in a front desk with at least 1 year in a supervisory or leadership capacity
- Excellent interpersonal and communication skills
- Strong organizational and time management abilities
- Proficiency with front desk management systems, reservation software, and basic computer applications
- Demonstrated problem solving skills and ability to make sound decisions under pressure
- Fluency in English
- Ability to work flexible shifts, including evenings, weekends, and holidays
- Arabic language skills are preferred
Full Job Posting
Company Description
- Join us at Accor, where life pulses with passion!
- As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.
- By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.
- You will join a caring environment and a team where you can be all you are.
- You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Job Description
- Lead and supervise front desk team during assigned shifts, providing guidance, support, and performance feedback
- Manage check in and check out procedures while ensuring accuracy and efficiency in all transactions
- Address and resolve guest complaints and concerns with professionalism and empathy, escalating complex issues when necessary
- Monitor front desk operations to ensure compliance with company policies and procedures
- Schedule staff shifts and manage coverage to maintain adequate staffing levels
- Train new team members on front desk protocols, systems, and customer service standards
- Maintain accurate records of guest information, reservations, and transactions using front desk software
- Coordinate with other departments to ensure seamless guest experiences and operational continuity
- Manage cash handling, payment processing, and financial reconciliation procedures
- Identify opportunities for process improvements and implement solutions to enhance service quality
- Respond to guest inquiries via phone, email, and in person with professionalism and courtesy
- Ensure the front desk area remains organized, clean, and properly stocked with necessary materials
Qualifications
- Proven experience in a front desk with at least 1 year in a supervisory or leadership capacity
- Excellent interpersonal and communication skills, with the ability to interact professionally with diverse guests and staff
- Strong organizational and time management abilities, with capability to multitask in a fast paced environment
- Proficiency with front desk management systems, reservation software, and basic computer applications
- Demonstrated problem solving skills and ability to make sound decisions under pressure
- Fluency in English; Arabic language skills are preferred
- Ability to work flexible shifts, including evenings, weekends, and holidays as required
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