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 are seeking a professional 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 managing and motivating a team of front desk staff. You will be responsible for maintaining operational excellence, resolving guest concerns, and creating a welcoming environment for all visitors and clients.

• Lead and supervise front desk staff during assigned shifts, providing guidance, support, and performance feedback
• Manage check-in and check-out procedures while ensuring accuracy and efficiency in all transactions
• Address and resolve guest complaints and concerns with professionalism and empathy, escalating complex issues when necessary
• Monitor front desk operations to ensure compliance with company policies and procedures
• Schedule staff shifts and manage coverage to maintain adequate staffing levels
• Train new team members on front desk protocols, systems, and customer service standards
• Maintain accurate records of guest information, reservations, and transactions using front desk software
• Coordinate with other departments to ensure seamless guest experiences and operational continuity
• Manage cash handling, payment processing, and financial reconciliation procedures
• Identify opportunities for process improvements and implement solutions to enhance service quality
• Respond to guest inquiries via phone, email, and in-person with professionalism and courtesy
• Ensure the front desk area remains organized, clean, and properly stocked with necessary materials

Qualifications

Required Skills and Experience:

• Proven experience in a front desk or customer service role, with at least 1 year in a supervisory or leadership capacity
• Excellent interpersonal and communication skills, with the ability to interact professionally with diverse guests and staff
• Strong organizational and time management abilities, with capability to multitask in a fast-paced environment
• Proficiency with front desk management systems, reservation software, and basic computer applications
• Demonstrated problem-solving skills and ability to make sound decisions under pressure
• Fluency in English; Arabic language skills are preferred
• Ability to work flexible shifts, including evenings, weekends, and holidays as required

Additional Information

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