Front Desk Shift Leader

AccorHotel

Lead and supervise front desk staff 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