Shift Leader

About the role

Supervise and coordinate the Front Desk team during the assigned shift, ensuring smooth hotel operations, excellent guest service, and compliance with hotel standards and procedures. The Shift Leader leads Front Desk Agents, manages check‑in/check‑out processes and handles guest requests to maintain high satisfaction.

Key responsibilities

• Supervise Front Desk operations throughout the assigned shift.
• Lead and support Front Desk Agents to deliver professional guest service.
• Ensure accurate check‑in and check‑out procedures and handle guest accounts, payments and cash transactions.
• Monitor room availability, arrivals, departures and coordinate with Housekeeping.
• Handle guest requests, complaints and service recovery in a timely manner.
• Conduct shift briefings, monitor team attendance, grooming and punctuality.
• Prepare shift handover reports and communicate pending matters to the next shift.

Required profile

• Diploma or degree in Hotel Management, Hospitality or related field (preferred).
• Minimum 2–3 years of Front Office experience, preferably in a four‑ or five‑star hotel.
• Previous supervisory or team‑lead experience.
• Good command of English; additional languages are an advantage.