Front Desk Team Leader

Malta Island
Permanent
Full-time

22 days ago

G3 Group is a leading hospitality group based in Mellieħa, Malta, proudly operating The Pergola Hotel & Spa, The Solana Hotel & Spa, and the DOMS Boutique Hotel, and the newly opened VITA Hotel & Rooftop in the heart of St Julian’s, along with a portfolio of bars, restaurants, and wellness centres across the North of Malta.We are currently seeking a professional and service-driven Front Desk Team Leader to join our team in Mellieha and contribute to delivering exceptional guest experiences from day one on a full-time basis.Role OverviewReporting to the Front Office Manager, this position's primary responsibility is that of ensuring the efficient day to day running of the Front Desk, through good customer care practices, excellent communication skills and responsibility of the Front Desk during working hours. Asides from the maintaining the quality standards, which the Hotel is established for, the Front Desk Team Leader assists in the maximization of the financial performance, guests’ satisfaction and qualitative performance.Job Description

To provide and excel in customer care, provide accurate information to all guests and promote the Hotel’s services and products;
Interacts positively with the rest of the team and liaises directly with the line manager.
The efficient standard Front Desk procedures and their execution by the Team, such as Check-in/out, Telephone & Email operations, Billing & Cashiering, Night Auditing, inputting of data and basic clerical and organizational tasks.
Maintains a confident and mature approach, while practicing tact and diplomacy;
Performs other related duties, tasks and responsibilities as determined by both the line manager and organisational needs, while providing an environment of openness and trust, with constant feedback and performance coaching.
Maintains product and service quality standards, by conducting on-going evaluations and investigating complaints.
Assists in motivating the Team in applying excellent standards of customer care and acting professional at all times, while identifies requirements for training.
Provides a two way communication and nurture an ownership environment with an emphasis on motivation and teamwork.

Skills Required

Leadership & Team Management – ability to motivate, train, and supervise front desk staff.
Customer Service Excellence – strong interpersonal skills to handle guest inquiries, complaints, and special requests with professionalism.
Communication Skills – clear verbal and written communication for interacting with guests, staff, and management.
Organisational Skills – managing schedules, shift coverage, and workflow priorities.
Attention to Detail – ensuring accuracy in reservations, billing, and guest information.
Conflict Resolution – handling difficult situations diplomatically and maintaining a positive atmosphere.
Technical Proficiency – experience with booking systems, point-of-sale software, and office tools (e.g., MS Office).
Time Management – balancing multiple tasks without compromising service quality.
Professional Appearance & Conduct – representing the brand positively at all times.

Benefits and ApplicationsA competitive remuneration package will be offered to the chosen candidate, with encouraging and ambitious commissions and performance-related bonuses, and great company discounts!

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