Front Desk Team Leader

Job description

Hawar Resort by Mantis is looking for a Front Office Team Leader to oversee daily reception and guest service operations, coordinate shift activities and support front desk staff in maintaining high service standards. Mantis is a conservation-focused hotel group with eco-lodges and curated eco-resorts around the world.

Responsibilities

• Guide and support front office and reception agents during daily operations.
• Coordinate smooth check-ins, check-outs, room assignments and special requests.
• Handle guest inquiries, resolve complaints promptly and escalate major issues to the manager in charge.
• Communicate occupancy needs, VIP arrivals and guest requests with Housekeeping and the Call Centre.
• Maintain accurate guest profiles and data in property management systems such as Opera Cloud.
• Conduct shift briefings, provide ongoing coaching and ensure adherence to brand and safety standards.

Requirements

• Minimum of 2 years in a front office or reception role, preferably within luxury hospitality.
• Proficiency in hotel property management systems such as Opera Cloud.
• Strong spoken and written English; additional languages (such as Arabic) are a strong advantage.
• Calm demeanor under pressure and strong attention to detail.
• Flexible availability for rotating shifts, weekends and holidays.

Skills

• Front office
• Guest service
• Opera PMS
• Service recovery
• Team coaching