Front Office Shift Leader

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning,to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,

Join us and become a Heartist®.

Job Description

• Lead and supervise front desk team during assigned shifts, providing guidance, support, and performance feedback
• Manage check-in and check-out procedures while ensuring accuracy and efficiency in all transactions
• Address and resolve guest complaints and concerns with professionalism and empathy, escalating complex issues when necessary
• Monitor front desk operations to ensure compliance with company policies and procedures
• Schedule staff shifts and manage coverage to maintain adequate staffing levels
• Train new team members on front desk protocols, systems, and customer service standards
• Maintain accurate records of guest information, reservations, and transactions using front desk software
• Coordinate with other departments to ensure seamless guest experiences and operational continuity
• Manage cash handling, payment processing, and financial reconciliation procedures
• Identify opportunities for process improvements and implement solutions to enhance service quality
• Respond to guest inquiries via phone, email, and in-person with professionalism and courtesy
• Ensure the front desk area remains organized, clean, and properly stocked with necessary materials
  
  

• Proven experience in a front desk with at least 1 year in a supervisory or leadership capacity
• Excellent interpersonal and communication skills, with the ability to interact professionally with diverse guests and staff
• Strong organizational and time management abilities, with capability to multitask in a fast-paced environment
• Proficiency with front desk management systems, reservation software, and basic computer applications
• Demonstrated problem-solving skills and ability to make sound decisions under pressure
• Fluency in English; Arabic language skills are preferred
• Ability to work flexible shifts, including evenings, weekends, and holidays as required