Front Desk Shift Leader

AccorHotel

Lead and supervise front desk staff during assigned shifts, providing clear guidance, constructive feedback, and ongoing support to foster professional growth and team development

• Manage check-in and check-out procedures with precision and efficiency, ensuring accuracy in all guest transactions and reservations
• Address and resolve guest complaints and concerns with professionalism and empathy, demonstrating assertiveness in escalating complex issues when necessary
• Monitor front desk operations to ensure consistent compliance with company policies, procedures, and hospitality standards
• Schedule staff shifts strategically and manage coverage to maintain adequate staffing levels while accommodating team flexibility
• Train and onboard new team members on front desk protocols, reservation systems, and customer service excellence standards
• Maintain accurate and organized records of guest information, reservations, and transactions using front desk management software
• Coordinate seamlessly with other departments to ensure continuity of service and exceptional guest experiences throughout their stay
• Manage cash handling, payment processing, and financial reconciliation procedures with transparency and accuracy
• Identify operational inefficiencies and proactively implement innovative solutions to enhance service quality and team productivity
• Respond to guest inquiries via phone, email, and in-person interactions with professionalism, courtesy, and enthusiasm
• Maintain a clean, organized, and well-stocked front desk area that reflects our commitment to operational excellence and guest satisfaction