Job Overview:

As a resort Front Office Support Lead overseeing receptionists, porters and drivers, your role is crucial in ensuring the smooth operation of the front office and guest services at the resort. Overall, as a resort front office support lead, your role is pivotal in creating a positive first impression for guests and ensuring their overall satisfaction during their stay at the resort. Your ability to lead a team, handle various responsibilities, and maintain high standards of service will contribute significantly to the success of the resort.

Job Description:

Managing Front Office Operations: You will be responsible for overseeing all aspects of the front office operations, including guest check-in and check-out procedures, reservations, guest services, and room assignments.

Supervising Staff: You will be in charge of supervising and training receptionists, porters, and drivers to ensure they provide excellent customer service to guests.

Handling Guest Concerns: Address and resolve any guest concerns or complaints in a timely and professional manner to ensure guest satisfaction.

Budget Management: Work with the resort leadership team to develop and manage the front office budget, including staffing costs, supplies, and other expenses.

Ensuring Compliance: Ensure that all front office operations comply with resort policies, procedures, and standards.

Collaboration: Collaborate with other department heads to ensure a seamless guest experience throughout the resort.

Role Overview:

Leadership: Provide leadership and guidance to the front office team to ensure high levels of guest satisfaction and employee morale

Training and Development: Conduct training sessions for front office staff to enhance their skills and knowledge in guest service, reservation systems, and other relevant areas.

Scheduling: Create and manage staff schedules to ensure adequate coverage during peak times and efficient operations during slower periods.

Performance Evaluation: Conduct performance evaluations for front office staff and provide feedback for improvement.

Communication: Maintain open communication channels with staff, management, and guests to address any issues or concerns promptly.

Problem Solving: Be prepared to handle any unexpected challenges or emergencies that may arise during your shift.

Quality Assurance: Monitor and evaluate the quality of guest services provided by the front office team and implement improvements as needed.

Guest Check-In and Check-Out: Welcome guests upon arrival, check them in, and provide information about the resort's facilities and services. Assist guests with the check-out process, finalize payment transactions, and address any final requests or concerns.

Welcome and Greet Guests: Provide a warm and friendly welcome to guests upon arrival.
Assist with check-in and check-out processes efficiently and accurately.

Reservations Management: Manage room reservations, including bookings, cancellations, and modifications, to ensure accurate and up-to-date guest information. Work closely with the reservations team to maximize room occupancy and revenue.

Guest Services: Respond to guest inquiries, requests, and complaints promptly and professionally, providing personalized assistance and solutions as needed. Arrange for special services or amenities for guests, such as restaurant reservations, transportation, or special requests.

Information and Assistance: Provide guests with information about local attractions, dining options, events, and activities to enhance their experience during their stay. Assist guests with directions, transportation arrangements, and any other information they may require.

Guest Relations: Build positive relationships with guests by anticipating their needs, addressing their concerns, and exceeding their expectations. Handle guest feedback and complaints with empathy and professionalism, taking appropriate action to resolve issues and ensure guest satisfaction.

Administrative Tasks: Maintain guest records, reservation logs, and other administrative documentation accurately and confidentially. Assist with billing, invoicing, and financial transactions as needed.

Communication: Answer phone calls, emails, and in-person inquiries, directing them to the appropriate departments. Relay messages and information to guests and staff members as needed.

Collaboration: Coordinate with other hotel departments to ensure smooth communication and guest services. Work closely with housekeeping to manage room turnovers and ensure cleanliness standards.

Security and Safety: Maintain a secure and safe environment by monitoring guest access and following safety protocols.

Up-selling: Promote hotel amenities and services to guests, encouraging additional bookings or purchases.

Qualifications:

• 3 – 4 years relevant front of house leadership experience in a similar role in a 4 star Resort environment.
• Hospitality diploma or equivalent is an advantage.
• 2 years solid customer service experience