Shift Leader

Job Purpose:

To supervise and coordinate the Front Desk team during the assigned shift, ensuring smooth hotel operations, excellent guest service, and compliance with hotel standards and procedures.

Key Responsibilities

• Supervise and coordinate Front Desk operations throughout the assigned shift.
• Lead and support Front Desk Agents, ensuring efficient and professional guest service.
• Ensure smooth and accurate check-in and check-out procedures.
• Welcome guests and provide professional assistance throughout their stay.
• Handle guest requests, inquiries, complaints, and service recovery in a timely and professional manner.
• Monitor room availability, room status, arrivals, departures, and special requests.
• Coordinate closely with Housekeeping to ensure rooms are available and ready for guests.
• Ensure accurate handling of guest accounts, payments, deposits, and cash transactions.
• Monitor and control the Front Desk cash float and ensure proper shift closing and handover procedures.
• Verify daily reports, registration details, and other Front Office documentation.
• Ensure all guest information is accurately entered and maintained in the hotel PMS.
• Monitor VIP arrivals, group arrivals, special occasions, and other priority guests.
• Ensure all Front Desk team members are familiar with daily operational priorities and special guest requirements.
• Conduct shift briefings and communicate important information to the team.
• Monitor team attendance, grooming, punctuality, and adherence to hotel standards.
• Coach and assist team members in handling difficult guest situations and operational issues.
• Coordinate with other departments to resolve guest requests and operational matters.
• Ensure compliance with hotel policies, security procedures, and guest privacy requirements.
• Identify and report maintenance issues, room discrepancies, or operational concerns to the relevant department.
• Assist the Front Office Manager with training, performance monitoring, and team development.
• Prepare and complete shift handover reports, ensuring all pending matters are properly communicated to the next shift.
• Support the Front Office Manager in maintaining guest satisfaction and departmental performance.
• Perform any other duties assigned by the Front Office Manager or management.

• Diploma or degree in Hotel Management, Hospitality, or a related field is preferred.
• Minimum 2–3 years of Front Office experience, preferably in a four- or five-star hotel.
• Previous supervisory or team-lead experience is preferred.
• Good knowledge of hotel Front Office operations and PMS systems.
• Strong knowledge of check-in/check-out, guest accounts, cashiering, and room inventory procedures.
• Excellent communication and guest-service skills.
• Strong problem-solving and decision-making abilities.
• Good command of English; additional languages are an advantage.
• Ability to work shifts, weekends, and public holidays.