Front Office Team Leader

Scylla Luxury Resort & Spa, Yermal, is an exquisite beachfront property dedicated to providing unparalleled luxury and exceptional guest experiences. Nestled on the serene coast of Yermal, we pride ourselves on our commitment to world-class service, tranquil atmosphere, and meticulous attention to detail. We are looking for a dedicated and passionate Front Office Team Leader to be the welcoming face and operational backbone of our Front Office team. If you thrive in a fast-paced luxury environment and are committed to creating memorable stays, we invite you to join our family.

Position: Front Office Team Leader

Location: Scylla Luxury Resort & Spa, Yermal

Employment Type: Full-Time

Reports To: Front Office Manager

Job Summary

The Front Office Team Leader is responsible for supervising the daily operations of the Front Desk, ensuring seamless and efficient service delivery from check-in to check-out. This role involves leading, mentoring, and motivating the Front Office team, handling escalated guest issues, and ensuring all resort standards for hospitality, quality, and luxury are consistently met. The Team Leader acts as a key liaison between guests and other resort departments.

Key Responsibilities

Leadership & Team Management

• Supervise and monitor the performance of Front Office Associates, Bell Boy, and other related personnel during assigned shifts.
• Conduct on-the-job training and coaching for new hires and existing staff on resort procedures, service standards, and upselling techniques.
• Prepare daily shift reports, duty rosters, and track staff attendance and performance metrics.
• Foster a positive, cooperative, and highly professional work environment.

Guest Experience

• Ensure all guests receive a warm welcome, efficient check-in/check-out, and accurate information about the resort and local area.
• Handle all guest feedback, complaints, and escalated issues with professionalism and urgency, ensuring swift and satisfactory resolution.
• Monitor the reservation system and room inventory to maximise occupancy and revenue, managing room blocks and out-of-order rooms.
• Personalise guest experiences by anticipating needs and arranging special requests (e.g., VIP amenities, special occasion setups).

Operations & Administration

• Oversee the proper handling of cash, credit card transactions, foreign currency exchange, and end-of-shift cash drops/audits.
• Maintain a thorough knowledge of all resort services, promotions, packages, and local attractions.
• Ensure compliance with all resort policies, safety regulations, and security procedures.
• Communicate effectively with housekeeping, maintenance, and F&B departments to ensure guest rooms and services are prepared promptly.

Qualifications and Experience

• Education: Bachelor's degree or Diploma in Hospitality Management or a related field is preferred.
• Experience: 2-3 years of experience in a Front Office role within a 4- or 5-star hotel/resort, with at least 1 year in a supervisory or team leader capacity.
• Technical Skills: Proficiency with Property Management Systems (PMS) such as Opera, Fidelio, IDS, or a similar system. Strong working knowledge of Microsoft Office Suite.
• Language: Excellent command of written and spoken English is mandatory. Knowledge of regional languages (e.g., Kannada, Tulu) or other international languages is a significant asset.

Skills and Attributes

• Exceptional Communication: Clear, professional, and persuasive verbal and written skills.
• Problem-Solving: Strong ability to assess situations quickly and resolve complex guest issues calmly and effectively.
• Leadership: Proven ability to motivate, coach, and guide a team to achieve high service standards.
• Appearance: Impeccable professional presentation and grooming standards, befitting a luxury resort environment.
• Flexibility: Willingness to work flexible hours, including weekends, holidays, and rotating day/evening shifts.

Benefits

• Competitive Compensation.
• Accommodation and meals provided.
• Opportunities for career growth and professional development within a luxury hospitality group.
• A stunning, supportive, and dynamic work environment at the beautiful Yermal coast.

How to Apply

Interested candidates are invited to submit their updated resume and a cover letter detailing their relevant experience to hrm@scyllaresort.com

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹30,000.00 per month

Benefits:

• Food provided
• Health insurance
• Provident Fund

Work Location: In person