Front Desk Shift Leader

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

We're looking for a dynamic and customer-focused Front Desk Shift Leader to join our team in Cairo, Egypt. In this leadership role, you will oversee front desk operations during your assigned shifts, ensuring exceptional service delivery while leading and motivating a dedicated team of front desk staff. You will be instrumental in maintaining operational excellence, resolving guest concerns with empathy and professionalism, and creating a welcoming environment that reflects our organization's commitment to outstanding customer service.

• Lead and supervise front desk staff during assigned shifts, providing clear guidance, constructive feedback, and ongoing support to foster professional growth and team development
• Manage check-in and check-out procedures with precision and efficiency, ensuring accuracy in all guest transactions and reservations
• Address and resolve guest complaints and concerns with professionalism and empathy, demonstrating assertiveness in escalating complex issues when necessary
• Monitor front desk operations to ensure consistent compliance with company policies, procedures, and hospitality standards
• Schedule staff shifts strategically and manage coverage to maintain adequate staffing levels while accommodating team flexibility
• Train and onboard new team members on front desk protocols, reservation systems, and customer service excellence standards
• Maintain accurate and organized records of guest information, reservations, and transactions using front desk management software
• Coordinate seamlessly with other departments to ensure continuity of service and exceptional guest experiences throughout their stay
• Manage cash handling, payment processing, and financial reconciliation procedures with transparency and accuracy
• Identify operational inefficiencies and proactively implement innovative solutions to enhance service quality and team productivity
• Respond to guest inquiries via phone, email, and in-person interactions with professionalism, courtesy, and enthusiasm
• Maintain a clean, organized, and well-stocked front desk area that reflects our commitment to operational excellence and guest satisfaction

Qualifications

Required Skills and Experience:

• Proven experience in a front desk role, with a minimum of 1 year in a supervisory or leadership capacity
• Excellent interpersonal and communication skills with the ability to interact professionally and collaboratively with diverse guests and team members
• Strong organizational and time management abilities, with demonstrated capability to multitask effectively in a fast-paced, dynamic environment
• Proficiency with front desk management systems, reservation software, and standard computer applications
• Demonstrated problem-solving skills and sound decision-making abilities, particularly under pressure and in complex situations
• Proven leadership and team motivation skills with the ability to inspire and develop staff performance
• Strong conflict resolution and guest relations expertise with a customer-focused mindset
• Experience with cash handling, payment processing, and financial reconciliation procedures
• Ability to work flexible shifts, including evenings, weekends, and holidays as required by operational needs
• Knowledge of hospitality standards, protocols, and best practices in guest service delivery
• Fluency in English

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.