Job Description

POSITION SUMMARY

The Front Desk Shift Leader is responsible for leading the Front Desk operations during the assigned shift while remaining hands-on and actively performing reception duties. The role combines team coordination with direct guest service, ensuring smooth operations and an exceptional guest experience in line with W Hotels and Marriott standards.

Welcome guests and handle check-in and check-out procedures, reservations, room assignments, payments, and guest requests. Address guest concerns and complaints, ensuring prompt and professional resolution. Lead and support the Front Desk team during the shift, delegate tasks, monitor service standards, and act as the main point of contact for operational matters. Coordinate with Housekeeping and other hotel departments to ensure room readiness and seamless guest service. Ensure proper shift handovers and accurate communication of outstanding matters. Maintain accurate cash handling and