Front Office Team Leader
The Creekside Hotel, Dubai
Location: Dubai, UAE
Department: Front Office / Rooms Division
Employment Type: Full-Time
About the Role
The Creekside Hotel is seeking an experienced and guest-focused Front Office Team Leader to support daily front office operations and ensure exceptional service delivery. This role is responsible for supervising the front desk team, handling guest inquiries, and assisting with the smooth and efficient running of the department.
Key Responsibilities
Guest Service Excellence
- Deliver warm, professional, and personalized guest service at all times.
- Handle guest check-ins, check-outs, room allocations, and special requests efficiently.
- Resolve guest complaints or issues promptly and professionally, escalating when necessary.
- Promote hotel services, facilities, and upsell opportunities to enhance guest experiences.
Team Supervision & Support
- Oversee front desk agents during assigned shifts to maintain high service standards.
- Assist with daily briefings, task assignments, and shift handovers.
- Provide coaching, training, and support to team members to ensure consistent performance.
- Lead by example by demonstrating excellent service behavior and strong work ethics.
Operational Excellence
- Ensure compliance with hotel SOPs, brand standards, and safety procedures.
- Manage cash float, billing accuracy, and financial transactions at the front desk.
- Coordinate with Housekeeping, Engineering, Security, and other departments to ensure smooth operations.
- Monitor lobby appearance, guest flow, and overall front office efficiency.
Systems & Reporting
- Utilize PMS/Opera or similar systems for reservations, room assignments, and guest profiles.
- Ensure all guest information and preferences are accurately updated.
- Prepare daily reports, logs, and shift summaries as required.
Qualifications & Skills
- Diploma or Bachelor's degree in Hospitality, Hotel Management, or related field.
- Minimum 23 years front office experience in a hotel, with at least 1 year in a supervisory or team leader role.
- Strong knowledge of PMS systems (preferably Opera).
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to manage pressure, multitask, and maintain a positive attitude.
- Fluency in English; additional languages are an advantage.
- Professional appearance and a strong commitment to guest satisfaction.
