Front Office Team Leader
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About this role
POSITION SUMMARY
The Front Office Team Leader is responsible for supporting the day-to-day operations of the Front Office team and ensuring guests receive a seamless, personalised and memorable experience throughout their stay. The role provides hands-on leadership to Front Office associates, supports operational requirements and acts as a key point of contact for guests and team members during the shift.
Working closely with Front Office leadership, the Team Leader plays an important role in maintaining service standards, developing team capability, resolving guest concerns and ensuring the smooth operation of the department.
KEY RESPONSIBILITIES
- Lead and support the Front Office team during daily operations, ensuring smooth and efficient service.
- Deliver exceptional, personalised guest experiences and ensure brand and service standards are consistently maintained.
- Oversee guest arrivals and departures, including check-in, check-out, room allocations and special requests.
- Handle and resolve guest enquiries, feedback and complaints professionally and promptly.
- Conduct shift briefings, allocate duties and communicate key operational information including VIPs, groups and occupancy.
- Coach, train and provide ongoing feedback to Front Office associates to support their development.
- Coordinate with Housekeeping, Reservations, Concierge, Food & Beverage and other departments to ensure a seamless guest experience.
- Complete shift handovers, reports, cash handling and other Front Office procedures accurately.
- Ensure compliance with hotel policies, safety procedures, security requirements and guest confidentiality standards.
- Lead by example, promote teamwork and contribute to a positive, engaged and high-performing team culture.
Related Work Experience: Previous experience in front office or hotel operations at a leadership level
License or Certification: Driver license
FULL WORKING RIGHTS IN AUSTRALIA
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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