Front Office Team Leader

Your day-to-day
- Provide mentoring, coaching and regular feedback to Front Office colleagues to enhance performance and drive their development.
- Responsible for departmental on boarding for GSA’s, making sure that departmental pack for new starters is prepared on time. In addition to, the delivery of comprehensive staff training programs ensuring staff is properly trained on quality and service standards, has the necessary tools and equipment, and is empowered to carry out job duties.
- Plan for future staffing needs in a timely manner, completing all stages of IHG Recruitment on-boarding.
- Drive team performance related to the hotel’s soft skills with particular focus around Guest Love, Loyalty Recognition and Problem Handling, whilst ensuring 100% IHG Brand Compliance in the Front Office and if needed around the hotel.
- Ensure your team are up-to-date with core and essential trainings, train colleagues in quality and service standards, ensure that they have the necessary tools and equipment to perform and are empowered to fulfil their roles effectively.
- Ensure Employee Survey participation is encouraged and results shared and plans are put in place for continuous improvement.

Guest Experience
- May assist in the development and implementation of the quarterly action plan to achieve optimum guest satisfaction through Heartbeat and social media (Tactical Solve).
- Ensure your team are up-to-date with core and essential trainings, train colleagues in quality and service standards, ensure that they have the necessary tools and equipment to perform and are empowered to fulfil their roles effectively.
- Support in promoting teamwork and high quality of service by communicating daily and coordinating with other departments.
- Ensure all Front Office team members provide guests with prompt service, professional attention, and personal recognition.
- Ad-hoc duties - unexpected moments when we have to pull together to get a task done, support the team and other hotel departments as required and also may be rostered on a Duty Manager.

Responsible Business
- Ensure IHG metric tools/audits are used and monitored to ensure total guest satisfaction and hotel compliance with brand standards.
- If needed conduct routine inspections of the hotel’s outlets and public areas and take immediate actions to correct any deficiencies.
- Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures. Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommending corrective actions to prevent or minimise the chance of recurrence.
- Demonstrate a sound awareness of Code of Conduct, Crisis Management, HACCP & WH&S policies and procedures, ensuring the dissemination of information to all team members.

Finance
- Prepare Front Office rosters in line with business levels and approve timesheets staff within 24hrs. Ensure that payroll is closely monitored through careful planning, payroll productivity meetings and the use of IHG scheduling tools.
- Ensure all credit and financial transactions are handled in a secure manner. Maintain cashiers float and hotel safe, ensuring accurate daily report of all money received, performs the audit balances, active management and follow up of PM accounts and prepares all works for audit in an orderly fashion.
- Ensure that departmental CSA compliance is understood and executed by all colleagues. Maintain procedures for security of monies, credit and financial transactions, guest security and inventory control.
- Drive revenue - you will be an expert in maximising occupancy and average rate to ensure we perform competitively against the market. You’ll use company systems and processes to maximise total revenue through walk-ins, up selling, promotions and incentive schemes.
- Manage stock responsibly ensuring appropriate control and ordering to balance budget, demand and par levels.