Job Description
**What will you do?**
As the Front Office Team Leader, you will be responsible for the following key duties:
* Establish and maintain professional relationships with guests from arrival through departure to ensure guest satisfaction and loyalty
* Proactively identify and address guest needs and expectations throughout their stay
* Resolve guest complaints and concerns that escalate beyond front desk staff, implementing effective solutions in a timely manner
* Uphold and represent the hotel's brand standards and service excellence at all times
* Drive membership enrollments programme and participation in hotel loyalty programs
* Facilitate effective communication and information sharing across departments, including housekeeping, maintenance, and front office staff
* Monitor and evaluate service quality standards through guest feedback analysis and quality assurance audits
* Foster positive team morale and ensure staff adhere to hotel policies, procedures, and brand standards
* Act as the primary point of contact for front office staff queries and operational support in the absence of management
* Identify and escalate staff performance concerns, attendance issues, or workplace conflicts to higher management in a timely and professional manner
* Assist in training, onboarding, and development of new and existing team members to ensure operational excellence and consistency in guest service
* Execute additional responsibilities as assigned by management
Qualifications
* Must have Right to Work in the UK
* Strong leadership skills
* Attention to details and organisational skills
* Experience in a similar role is preferred
Additional Information
**What will you get?**
Having great people involves great rewards! As an employee of Accor, you will be part of a world leading hospitality brand, offering many other perks such as:
* Pension Scheme
* A Discount Card to be used in Accor Hotels Worldwide
* Complimentary stays in UK hotel (Bonus Breaks Vouchers - subject to availability and T&C)
* Training & Development
* Additional holidays with service
* Recommend a friend scheme
* Employee Advisory Service
* ... And much more !