Job Title: Front Desk Shift LeaderDepartment: Front of HouseResponsible To: Front of House Manager / Front Office ManagerType of Contract: Fulltime, PermanentMain 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 DUTIESFront Desk OperationsLead 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 ExcellenceDeliver 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 SupportSupport, 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 HandlingEnsure 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 & SafetyEnsure 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 & QualificationsPrevious 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 DUTIESThe 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 CRITERIADegree 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.
BENEFITSDiscounts 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. Required skills: As per qualfying criteria listed.