Job Summary 

The Team Leader, Front Office is responsible for supporting the daily operations of the Front Office area, supporting colleagues to ensure consistent service excellence from guest arrivals through departures. They will proactively address guest needs, manage service issues, maintain operational standards, and escalate complex matters to management.

Key Duties & Responsibilities 

• Supervise the Front Office team, providing coaching and training to promote continuous learning opportunities

• Assist with scheduling to ensure proper staffing based on occupancy levels and operational requirements
• Oversee daily Front Office operations, ensuring effective room assignments, registration compliance, and appropriate guest coverage

• Ensure adherence to Front Office policies, procedures, and standards

• Maintain a visible presence in the lobby, proactively engaging with guests to anticipate and address their needs
• Handle guest inquiries, requests, and complaints with professionalism, escalating complex matters when appropriate
• Record, track, and follow up on guest issues to guarantee timely resolution
• Maintain strong knowledge of room types, rates, discounts, and inclusions
• Support upselling initiatives, encouraging team engagement in revenue-selling opportunities
• Process financial actions, including credit control and reporting
• Perform additional responsibilities as assigned by the Assistant Manager, Front Office or other members of management

Skills, Experience & Educational Requirements 

• A minimum of 2 years of experience in the Front Office area in a luxury hotel or resort

• Previous supervisory experience
• Strong background in guest services, concierge, or reservations

• Proficient in Microsoft Office, Opera, and other hospitality systems
• Excellent communication skills, with the ability to build positive relationships with guests and colleagues
• Strong problem-solving, decision-making, and multitasking abilities, with the ability to remain calm under pressure
• Highly organized, with the ability to prioritize multiple tasks in a fast-paced environment

Benefits

• Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)
• Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)
• 401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)
• 25 Days of Paid Time Off (Full-Time, Year-Round Only)
• Subsidized Colleague Housing
• Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)
• Complimentary Transportation
• Complimentary Meals on Shift
• On-Property Discounts Across Food & Beverage, Wellness, and Retail
• Travel Discounts Across Kerzner Properties Worldwide

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:   

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 50 pounds
• Remaining in a stationary position for long periods
• Constantly operating a computer and other office productivity machinery
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.