Team Leader, Front Office

Kerzner International Holdings • Big Sky, MT

291d

About The Position

The Team Leader, Front Office supports the daily operations, training, and guest services within the Front Office. With experience in luxury boutique hotel/resort guest services, the Team Leader ensures the highest level of customer service while providing colleagues with the tools and guidance needed for success. This role supports property operations by ensuring seamless guest experiences from arrival to departure, maintaining service excellence, and addressing guest inquiries in the lobby. The Team Leader also tracks guest preferences, resolves service issues, and escalates extraordinary cases to the Assistant Manager, Front Office.

Requirements

• Minimum two years of experience in a luxury, 5-star hotel in a Front Office role.
• Supervisory experience is preferred.
• Strong background in guest services, reservations, and hospitality revenue management.
• Excellent communication, leadership, and team development skills.
• Proficiency in Microsoft Office and Opera PMS.
• Strong problem-solving and decision-making abilities.
• Fluency in written and spoken English; additional languages are a plus.
• Exceptional organization and attention to detail.

Responsibilities

• Lead by example, demonstrating professionalism, integrity, and strong interpersonal skills.
• Foster teamwork, trust, and cooperation among Front Office colleagues.
• Supervise, support, and provide guidance to the Front Office team.
• Understand team roles and step in when necessary to ensure smooth operations.
• Conduct regular training sessions and support ongoing staff development.
• Assist in scheduling and ensuring appropriate shift coverage based on hotel occupancy.
• Monitor adherence to Front Office policies, procedures, and service standards (LQA).
• Provide coaching, mentorship, and performance feedback.
• Assist in interviewing and onboarding new team members.
• Communicate effectively with colleagues and management through various channels.
• Support team well-being and create a positive work environment.
• Ensure an exceptional guest experience by proactively addressing guest needs and concerns.
• Interact with guests in public areas, maintaining high visibility during peak times.
• Handle guest inquiries, special requests, and complaints with professionalism and efficiency.
• Record and follow up on guest issues in the response tracking system.
• Gather and communicate guest preferences to enhance personalized service.
• Support guest retention efforts by creating memorable moments.
• Emphasize guest satisfaction during departmental meetings and encourage continuous improvement.
• Participate in guest and employee incident investigations when necessary.
• Oversee daily Front Office operations, ensuring compliance with policies and service standards.
• Collaborate with other hotel departments to optimize workflow and guest experience.
• Ensure proper room assignments based on guest preferences and booking details.
• Support the implementation of the upselling program and ensure team engagement.
• Monitor guest registration compliance.
• Maintain a strong working knowledge of room types, rates, and discount structures.
• Provide necessary reports to the Finance department as required.
• Work with third-party partners to enhance guest services and experiences.
• Enforce credit control procedures and obtain approval for exceeding limits.
• Assist with night shifts and Front Office coverage when required.
• Ensure compliance with hotel security, health, and safety policies.
• Implement emergency response protocols for incidents such as fire, theft, or medical emergencies.
• Adapt to additional tasks and responsibilities as assigned by management.
• Participate in training programs for personal and professional growth.
• Maintain awareness of hotel fire, hygiene, safety, and emergency protocols.
• Adhere to the hotel's employee handbook and professional appearance standards.
• Always deliver the highest level of courtesy and service to guests.
• Maintain professionalism and cooperation in all interactions with colleagues.
• Address conflicts discreetly and respectfully, ensuring a positive work environment.
• Keep management informed of operational progress, challenges, and solutions.
• Actively seek and respond to feedback to enhance performance and service quality.

Benefits

• Medical, Dental & Vision Insurance
• PTO (Paid Time Off)
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary transportation to/from resort
• Complimentary meal per shift
• Subsidized housing based on availability
• Discounted colleague rate for Kerzner Properties worldwide

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees