Front Office Team Leader

About Accor

Accor is a global hospitality group encompassing over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations worldwide. The group emphasizes opportunities for professional development and advancement, fostering an environment where every interaction contributes to a positive and memorable experience for guests, colleagues, and the planet. Accor promotes a vision of responsible hospitality, encouraging employees to embody the Heartist® philosophy.

Role Overview

Accor is seeking a Front Office - Team Leader to manage the guest experience from arrival through to departure, ensuring a memorable stay. This full-time role requires 2-5 years of relevant experience in front office operations. This position is exclusively open to Saudi nationals.

Key Responsibilities

• Welcome and bid farewell to guests in accordance with hotel standards, providing professional and friendly service.
• Execute check-in and check-out procedures accurately and efficiently.
• Address guest requests, complaints, and special requirements by coordinating with relevant departments to ensure prompt resolution.
• Monitor guest accounts, process payments, and maintain precise front office records.
• Provide guests with comprehensive information regarding hotel services, facilities, and local attractions.
• Manage incoming phone calls, respond to inquiries, and direct calls to appropriate departments.
• Assist with preparations for VIP arrivals, group check-ins, and special events.
• Complete accurate shift handovers and communicate daily operational updates to the subsequent shift.
• Deliver personalized service to enhance guest satisfaction and contribute to a memorable guest experience.
• Promote hotel facilities and identify opportunities to enhance guest stays through up-selling.

Candidate Requirements

• A minimum of 2-5 years of experience in front office operations, preferably within international or similar chain hotels.
• Proficiency in Opera PMS and familiarity with hotel property management and front office systems.
• Proficiency in Microsoft Office applications, with the capability to support basic reporting tasks.

Required Skills and Attributes

• Strong service-oriented mindset with a professional approach, consistently prioritizing guest satisfaction.
• Excellent verbal and written communication skills, enabling effective interaction with guests from diverse cultural backgrounds.
• Friendly, positive, and guest-focused attitude.
• Proven problem-solving, decision-making, and crisis management skills, with the ability to handle guest complaints professionally.
• Strong team player capable of effective collaboration across departments.
• Detail-oriented, responsible, and well-organized working style.
• Well-presented, professional appearance aligned with corporate standards, and strong representational skills.

Work Environment

The role operates within a fast-paced hospitality environment and requires adaptability to shift-based working schedules. This is a full-time position.