Job Title: Front Desk Shift Leader
Department: Front of House
Responsible To: Front of House Manager /
Front Office Manager
Type of Contract: Fulltime,
Permanent
Main Purpose of
Job: The Front Desk Shift
Leader supports the Front Office Manager in overseeing daily front desk
operations during assigned shifts. This role ensures exceptional guest service,
smooth operational flow, and adherence to 5-star luxury standards, while
providing leadership and guidance to front desk associates.
Liaises with: All
Hotel Departments.
MAIN DUTIES
Front
Desk Operations
* Lead
and supervise front desk operations during assigned shifts, ensuring efficient
check-in, check-out, and guest experience.
* Act
as the primary point of contact for guests during the shift, handling requests,
issues, and escalations with professionalism and discretion.
* Ensure
all front office procedures, brand standards, and service protocols are
consistently followed.
* Coordinate
closely with housekeeping, concierge, bell services, reservations, golf
operations, and other departments to ensure seamless guest experiences.
Guest
Experience & Service Excellence
* Deliver
a consistently high level of personalized service aligned with 5-star
hospitality standards.
* Proactively
anticipate guest needs and resolve concerns promptly to maximize guest
satisfaction.
* Handle
VIP arrivals, special requests, and guest preferences with attention to detail.
Leadership
& Team Support
* Support,
guide, and motivate front desk associates during the shift.
* Assist
with onboarding, training, and coaching of new team members.
* Monitor
staff appearance, professionalism, and service delivery.
* Ensure
appropriate staffing levels and effective handovers between shifts.
Administrative
& Cash Handling
* Ensure
accurate cash handling, billing, posting of charges, and end-of-shift
balancing.
* Review
reservations, room assignments, upgrades, and special requests.
* Prepare
shift reports and communicate key operational updates to management.
Standards,
Compliance & Safety
* Ensure
compliance with hotel policies, health and safety standards, and data
protection regulations.
* Maintain
front desk areas in immaculate condition at all times.
* Act
as a first responder for operational issues or emergencies during the shift,
following established procedures.
Skills
& Qualifications
* Previous
experience in a front desk or guest services role within a 4- or 5-star hotel
or luxury resort.
* Prior
supervisory or shift-leader experience preferred.
* Strong
communication, leadership, and problem-solving skills.
* High
level of professionalism, attention to detail, and guest-focused mindset.
* Ability
to remain calm and effective in a fast-paced luxury environment.
* Proficiency
in hotel PMS systems and standard front office software.
* Flexibility
to work shifts, including weekends and holidays.
OTHER
DUTIES
* The above is not intended
to be an exhaustive list and you will be expected to comply with any reasonable
requests or duties as directed by management.
QUALIFYING
CRITERIA
* Degree or Diploma
in Hospitality Management or equivalent experience.
* Previous supervisory experience in a 4/5 star hotel.
* Highly computer
literate.
* Good
organisational skills.
* Strong team
player.
* Excellent
communication both written and verbal and strong interpersonal skills.
* Positive
attitude, cheerful and courteous demeanour.
* Ability to work
flexible hours.
* Experience of
motivating and leading a winning team.
* Ability to
remain calm whilst under pressure.
* Knowledge of
Opera / Booking Engines/ Other world Class Property
Management System is required.
* Additional
languages an advantage.
BENEFITS
* Discounts in our Spa, Hotel & Golf course.
* Discounted staff and friends and family rates
available in other group properties in the United States, and the United
Kingdom.
* Free Car parking.
* Regular staff appreciation initiatives.
* Opportunities to develop and grow through assisted
educational opportunities.
* Sick Benefit scheme.
* Personal locker where required.