Franchise Hotel - Front Office Team Leader

About Us

Vignette Collection is a diverse group of luxury hotels with a fresh focus, offering guests a more authentic and thoughtful way to travel. 

We’ve created a collection brand that gives guests and colleagues an inspiring new choice. One that puts people at the heart of everything we do, to reframe luxury hospitality for the better. 
  
Our hotels are unique in their own right, with their own distinct outlook and story to tell.

Your day to day

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Team Leader, you will be serving our guests with seamless and impeccable service. You’ll also create the warm atmosphere that makes our guests feel at home in any location. 

Every day is different, but you’ll mostly be:

•    Promote teamwork and quality service through daily communication and coordination with other departments.
•    Up-sell rooms where possible to maximize hotel revenue.
•    Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
•    Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
•    Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
•    Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)
•    Respond appropriately to guest complaints.  Make appropriate service recovery gestures in accordance with established guidelines.
•    Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions.  May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys. 
•    Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
•    Champion departmental training initiatives and will be responsible for new joiners training.
•    Take pride in your appearance and place as a brand ambassador.
•    Always know what events and activities are on the day’s schedule.
•    Jump into other ad-hoc duties when your colleagues need your help.

What we need from you

•    Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
•    Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
•    Fluency in the local language - extra language skills would be great, but not essential
•    Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math and computers.
•    Flexibility - night, weekend and holiday shifts are all part of the job.
•    You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
•    Experience - ideally, you’ll have spent at least one year in a front desk or guest service position.
•    Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.

What we offer

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
So, join us and you’ll become part of our hotel family.