Team Leader, Front Office

Team Leader, Front Office
(13719)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Woven seamlessly into the diverse, dramatic vistas of one of Mexico’s last tropical beachfront jungles in Riviera Nayarit, One&Only Mandarina provides the perfect balance between chic treehouse seclusion and clifftop villas. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Job

**Front Office Team Leader has a clear knowledge of the Resort’s operation with a selected blend of skills such as: Emotional Intelligence, Critical Mind, Organizational Aptitudes, Strategical Reasoning and Financial Direction. They are a key member of the line of communication in the Front of the House Operation. Training and facilitating proper tools to complete their daily tasks and ensure standards and policies are completed consistently.**

**Their interpersonal abilities make them an exceptional point of contact with every guest, to ensure their stay is as seamless and memorable as possible. At the same time, their analytical minds and composed character allow them to be the primary line of defense to prevent and solve any possible complaints. A meticulous planning and strategy are fundamental to succeed in achieving all financial and operational goals set throughout the year. Their instinctive leadership empowers them to coordinate and orchestrate the operation with an efficient yet luxurious approach.**

**Key Duties and Responsibilities**
- PPE (Personal Protective Equipment) provided by the Resort must always be used.
- Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed.
- Responsible for the disinfection, cleanliness and proper function of the Front Office.
- Possess a full understanding of the Refreshment Center operations and products.
- Coordinate daily Arrival and Departure experience.
- Oversee and supervise Daily Front Desk
- Concierge Duties.
- Ensure all colleagues have proper supplies and tools for their daily tasks and activities.
- Handle guest complaints as required and follow up on necessary GIRs.
- Act as the primary source of training, adapting to the team’s needs.
- Perform weekly self-audits of LQA, Forbes and SOPs.
- Organize weekly schedule for Front Office, according to the operation.
- Monitor grooming standards and punctuality of staff daily.
- Manage room inventory, coordinating with Housekeeping and Engineering to perform any preventive or reactive maintenance as required.
- Supervise and ensure that all staff requests are completed in a timely manner.
- Ensures that all guest requests are dealt in a timely and professional manner, working together with any department involved.
- Ensures that all public and desk areas are consistently neat and tidy.
- Look after all VIP guests and assure that they have the proper attention and care from all staff.
- Assess that items in inventory are well taken care of and restock them as necessary.
- Process any disciplinary actions as required by the operation and do a proper follow up with Human Resources when necessary.
- Continuously update knowledge on how to operate any special machinery or tools that are required for daily tasks.
- Coordinate and organize departmental meetings in a timely manner.
- Reports to shift on time, dressed in the issued uniform, and groomed as described in the grooming standards.
- Represents and promotes One&Only Mandarina at all times and to the best of his/her abilities.
- Looks after guests who need special attention with the utmost care, accuracy and tolerance.
- Report Lost and Found property according to Policy & Procedure.
- Always ensure communication via radio & mobile stay professional and respectful.

About You
- English Level: Advanced (90%)
- Proficient in MS Office, ALICE and Micros Opera.
- Exceptional communication and interpersonal skills.
- Natural leadership and management abilities.
- Qualified financial analyst with billing knowledge.
- Critical thinker and a remarkable problem solver.
- Expertise in product and brand knowledge.
- Excellent project management skills.
- Knowledge of cashier operations
- Knowledge of hotel business operations
- Knowledge of Up Selling techniques
- Knowledge of maximizing revenues
- Building teamwork
- Developing others
- Motivating others
- Planning/Organization
- Pr