Team leader, Front Office 
(12827)

SIRO Boka Place is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels. Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.

Nestled between pristine blue Adriatic waters and mountains of conserved greenery, SIRO Boka Place, Montenegro offers coastal city charm and boundless opportunity. Unlock your potential and embark on a new adventure as part of a community passionate about fitness and wellbeing.

Job Summary

The Team Leader is responsible for the smooth and efficient day-to-day operations of the Front Desk under the general guidelines of the Front of House Manager, Assistant Manager and Guest Service Managers by ensuring the hotel standards are continuously respected and met. Maintain an up-to-date knowledge of hotel operations, services, and outlets to provide the highest standard of service to Guests. Respond to guest queries in a timely manner. Supervise all Front Desk Colleagues by ensuring guests are taken care of in a professional and friendly manner with high energy and an active personality. In addition to their primary responsibilities, will be in charge of maintaining and managing the coffee station. This includes ensuring the coffee machine is stocked, clean, and operational throughout the day and be knowledgeable about preparing various types of coffee and capable of training the team effectively.

Should present a lively personality to engage with guests and colleagues, always keeping the spirit of a healthy work environment. Must live the brand concept, being active, with an understanding and love for sport activities.

Key Duties and Responsibilities

• Always keep a positive and motivated attitude, supervising and being an example as a leader.
• Follow the Grooming standards and ensure all Team follows the same.
• Should have shift flexibility, accommodating unforeseen circumstances and adjusting schedules based on seasonal demands or special events.
• Maintain effective communication with all related departments to ensure smooth service delivery, building mutual trust and respect.
• Understanding employee positions to perform duties in employees' absence.
• Ensure regular on-job trainings are performed and all SOP’s followed.
• To attend and contribute to all staff meetings Departmental and Hotel trainings scheduled and other related activities.
• Always follow LQA Standards.
• Empower employees to provide excellent customer service, guiding them through good judgement decisions.
• Provide guidance and direction to Team colleagues, including setting and monitoring performance standards.
• Attend the daily handover briefing when on shift and lead the briefing during the absence of the line Manager.
• To ensure that the par stocks for all operating equipment and supplies are strictly adhered to and that the department is adequately equipped.
• To assist in conducting weekly or monthly inventory checks on all operating equipment and supplies.
• Being an active knowledgeable person about Memberships, activities, and services.
• Monitor daily operation of the Front Desk Agents.
• To ensure that all Guest Services Officers have sufficient floats to secure all guests during their shift.
• To assist with any other duties as required by the line manager or another member of the management team.
• Provide services that are above and beyond for guest’s satisfaction and retention, interacting with guests to obtain feedback on the overall satisfaction.
• Establish a positive and active relationship with the guests, maintaining a high visibility in public areas and being knowledgeable of the Siro product.
• Always maintain high level of knowledge to upsell and cross-sell services and facilities to our guests.
• Responsible for all in house guest requests and ensuring their needs are met based on five pillars.
• Record guest issues in the guest response tracking system.
• Review guest satisfaction results with employees daily during handover.
• Making sure all guests’ complaints are followed up and discussed during the daily meeting within the Team for total guest recovery.
• Always seek opportunities of service improvement.
• Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understand and comply with security, health and safety policies and procedures pf the hotel.
• Conducting regular checks and responding to any security incidents while covering night shift
• Act as the point of contact for any emergencies, coordinating with relevant authorities and ensuring guests and staff are safe
• Oversee any maintenance issues that arise during the night, coordinating with the maintenance team to ensure prompt resolution.
• Complete and verify the accuracy of night audit process, including balancing accounts and preparing financial reports for the next day.
• Prepare end-of-shift reports and communicate any important information or issues to the day management team during night shift coverage

Front Desk Essence

• Welcome guests in an active manner, assisting in the check in and check out procedures when needed and in the App use.
• Answer incoming calls promptly and courteously, directing calls to appropriate individuals or departments as needed.
• Provide accurate information to callers regarding our services, products, promotions, and company policies.
• Assist callers with inquiries, requests, and concerns in a timely and efficient manner.
• Handle online chat correspondence, emails with guests, ensuring timely responses by maintaining a courteous tone and manage other front desk’s administrative tasks.
• Manage the shift and ensure that all Agents perform the tasks as per check lists.
• Ensure all guest registrations are completed and correspond with Opera PMS. Ensure online check-ins in the App are updated in the system.
• To ensure that all day use charges incurred are posted upon check out and payment received.
• To check all due out folios each morning for accuracy and presentation, to ensure follow up of all due out rooms is made from the departure list by noon and 15:00 hours each day.
• To monitor all arriving guests through guest arrival list ensuring that all rates, vouchers required, and credit requirements are followed up.
• To operate the computer with its automatic Night Audit System and to produce balanced daily results.
• To ensure all rebates and paid out vouchers are checked and signed prior to the transactions.
• Manage the check-in process for late arrivals and the check-out process for early departures, ensuring all procedures are followed.
• Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy.
• Assure to comply with the hotel policy in relation to cash handling and the billing/credit policy.
• Ensure room allocation is properly handled as per the guests’ requirements, reservation and rooms are ready for arrival of guests
• To identify and correct any errors.
• To ensure that all room discrepancy are checked and followed-up.
• To ensure that guest history, profile and preferences is maintained accurately and up-to-date.
• Be fully familiar with all room types and rates.
• Should be responsible for the Team to achieve their goals for upsell and cross sell.
• To ensure the Front Office Areas are kept neat and tidy.
• To ensure that all backup materials are stored in a neat, organised, and structured manner to allow quick access at a future date.
• To ensure that a proper handover is provided between shifts.
• To control all PM accounts that are open. It is the Team Leader’s responsibility to ensure that all bills are invoiced out in a timely manner with all backup attached.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• To undertake any reasonable tasks and secondary duties as assigned by the Management.
• Ensure Lobby Coverage at any time of the day while on shift.
• Perform an active follow up of the Siro App so we can contact any guests prior to their arrival as per preferences or specific programs. 

Education or Certification

• Must be computer literate, knowledge of MS Office, Excel and Opera is essential.
• Must be able to work well under pressure and be able to multi-task.
• Must have experience in a five-star environment for a minimum of 2 years. Experience in pre-opening is an advantage.
• Supervising experience is a plus.
• Must be fluent in verbal and written English. Additional language skills are an advantage.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.