Front Office Shift Leader – Bay La Sun Hotel & Marina Makkah, KSA

The Front Office Shift Leader supervises the daily operations of the Front Desk during assigned shifts, ensuring smooth service delivery, high guest satisfaction, and adherence to hotel standards. This role supports the Front Office Management team by guiding associates, resolving issues, and maintaining an efficient and guest-focused environment.

Key Responsibilities

Guest Service & Operations

• Oversee the front desk operations during the shift to ensure seamless check-in and check-out.

• Welcome guests warmly, handle VIP arrivals, and manage special requests.

• Resolve guest complaints promptly, professionally, and in line with brand standards.

• Maintain accuracy in billing, room assignments, and cash handling procedures.

• Coordinate with Housekeeping, Concierge, and other departments for smooth operations.

Team Supervision

• Lead and supervise front desk associates throughout the shift.

• Provide coaching, guidance, and support to team members to ensure service excellence.

• Conduct shift briefings and communicate important updates or operational needs.

• Assist with training new staff on procedures, systems, and service standards.

Administration & Reporting

• Ensure all logs, reports, and shift handover notes are completed accurately.

• Monitor room inventory, occupancy, and assist with overbooking strategies.

• Support night audit and ensure compliance with hotel SOPs and brand policies.

• Report any maintenance, security, or operational issues to management.

Service & Revenue Optimization

• Promote upselling initiatives (room upgrades, F&B, hotel services).

• Ensure team members follow upsell guidelines and meet targets.

• Maintain lobby presence to monitor guest flow and service needs.

Skills & Competencies

• Strong communication and customer service abilities

• Leadership, coaching, and team-handling skills

• Problem-solving and conflict-resolution capabilities

• Excellent organizational and multitasking abilities

• Knowledge of PMS (Opera/Marsha/OnQ/Protel or similar)

• Professional appearance and positive attitude

Qualifications

• 2–4 years of Front Office experience, preferably in a 4 or 5-star hotel

• Previous supervisory experience is an advantage

• Hospitality diploma or relevant education preferred

• Multilingual abilities are a plus