Front Office Shift Leader

Front of House
Job Role:
United Arab Emirates (UAE)
Salary Description:
Competitive Salary & Benefits
Ayla Hotels & Resorts
Job Ref:
Front Office


*Arabic, Russian, Ukrainian, Uzbekistan, Chinese, European nationalities only
*With 2 years’ experience in a 4 or 5 star hotel
*Proficient in English language (verbal and written) with a second or third language will be an asset.
*Excellent grooming standard.
*Pleasing personality
*Must be able to handle a multitude of tasks in an intense, ever changing environment.
*Must be a strong team player with departmental cooperation.
*Must be able to handle a multitude of tasks in an intense, ever changing environment.

Duties & Responsibilities:

*Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to Departure.
*Maintains effective communication with all related departments to ensure smooth service delivery.
*Maintains good working relationship with all Front Office employees with particular emphasis on Guest Service Agents and Guest Relations.
*Supervises all Front Desk employees ensuring guests are received in a professional and friendly manner.
*Greets guests on their arrival ensuring they feel expected and welcome.
*Ensures that the guest receives the accommodation he/she is expecting.
*Maintains an up to date knowledge of hotel and local services and supply information and respond to guest queries.
*Deals swiftly, efficiently and sensitively to guest complaints and follows through.
*Maintain awareness of guest profiles through the Fidelio guest profile system.
*Using Fidelio Front Office systems, processes accounts from check-in through to check-out, ensuring posting of food & beverage and ancillary charges.
*Receives payment by cash, cheque, credit card or account, adhering to company Credit Policy.
*Provides currency exchange service.
*Balance accounts of day’s business day end of shift.
*Complies with all laid down systems and procedures.
*Records all instances of refused business, with reasons for refusal.
*To check all cashiers city ledger bills at the end of shift to ensure that the billing and attachments are correct.
*Checks all shift reports with particular reference to Credit Check Report, Routing Instructions Report, Rate Discrepancy report and Housekeeping Discrepancy report.
*Maintains an up to date back up report during shift.
*Responsible for pre-shift team brief and end of shift handover.
*To have a full knowledge of daily, monthly and yearly targets.
*Maintains department notice board and ensure that all employees are aware of new issues.
*Supervises day to day function ensuring standards are adhered to.
*Ensures new employee, re-training and corrective training is carried out.
*Responsible for the maintenance and re-organization of SOP manual for the reception.
*Ensures high level of presentation by personnel.
*Ensures that the Front Office Manager is informed about all the Front Desk developments.
*Maintains the reception log book, filing system and stock/stationery.
*Ensures all reception employees adhere to all Hotel policies and procedures.

Contact Details:
Ayla Hotels & Resorts
Tel: +971 3 76 10 111
Contact: HR Department

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