Team Leader - Front Office

Overview of duties

Behaves and acts in an exemplary fashion, embodying the brand mindset.

• Provides a warm and personolised welcome for all guests who arrive at night.
• Contributes to guest satisfaction by providing a high standard of service in line with norms and procedures.
• Is responsible for the safety of property and people once the daytime managers are off duty
• Helps the department meet its targets
• Helps increase hotel revenue through his/her sales efforts
• Together with the Guest Experience Manager, is jointly responsible in the evening and early morning for welcoming and taking care of guests throughout their stay.

Main responsibilities

• Customer relations Provides a warm and personalised welcome for guests.
• Anticipates guests' needs and takes them into consideration.
• Handles any guest complaints and/or remarks.
• Conveys the image of the hotel. Professional techniques / Production Takes care of the arrival and departure processes for guests, ensuring this takes as little time as possible.
• Informs guests about the formalities, any special conditions relating to their stay and the services available.
• Handles phone calls and manages the reservation schedule.
• Follows up any customer requests (wake-up calls, taxi breakfast room service etc).
• Carries out any specific instructions left by the team on duty during the day.
• Write a report on activities and incidents that occur during the night.
• Ensures that guest documentation at reception and in the lobby is available and up-to-date.

Team management and cross-departmental responsibilities

Forms a real partnership with the Guest Experience Manager, when the latter is present.

• Is the point of contact for information both destined for hotel customers and also concerning them. Commercial / Sales Promotes the hotel's range of services in order to increase sales.
• Applies and actively supports the hotel's pricing policy.
• Enciurages customer loyalty by promoting the brand and /or Group loyalty programme.
• Enhances synergy within the marketplace by applying the inter-hotel coordination policy. Management and administration Respects the procedures governing invoicing and cash operations.
• Is responsible for the reception's cash holdings.
• Writes nightly activity reports for hotel management. Hygiene / Personal safety / Environment Ensures that the workplace remains clean and tidy
• Applies the hotel's safety regulations (fire hazards etc).
• Ensures the safety of property and people (night patrols etc).
• Respects the hotel's commitments to the "Environment Charter" (energy saving, recycling and sorting waste etc).Reporting lineReports to the Director of RoomsProfile Education / Professional experience Vocational diploma in hospitality or F&B studies and/or anyone eager to work in the sector regardless of their educational background, pending validation of their skills and motivation.
• Computer literate (Windows enviroment, PMS, Hotix, Tars) and an aptitude for new technologies.
• Languages: fluent in the national language, English and a 3rd language would be a plus Skills / Qualities Wyndham: a new service attitude centred on proximity, sociability and sharing experience.

Ensure all staff embody the same mindset by developing each individual's sense of curiosity,open-mindedness, interpersonal skills and sense of initiative. Excellent management skills

• Ability to analyse and anticipate
• Good listening and communication skills
• Diplomacy and self control
• Leadership
• Copes well under stress
• Good general knowledge

Job Type: Permanent

Benefits:

• Health insurance
• Maternity leave
• Meal provided
• Opportunities for promotion
• Professional development

Schedule:

• Afternoon shift
• Early shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Experience:

• Hotel: 1 year (Required)