Team Leader- Front Office

Renaissance Dhaka Gulshan Hotel RDGH

Renaissance Dhaka Gulshan Hotel RDGH

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Summary

• Vacancy: 01
• Location: Dhaka
• Salary: Negotiable
• Experience: At least 3 years
• Published: 29 May 2025

Requirements

Education

• Diploma in Hotel Management, Bachelor of Business Administration (BBA)

Experience

• At least 3 years
• The applicants should have experience in the following business area(s):
  Hotel

Responsibilities & Context

Guest Relations

 Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

 Address guests’ service needs in a professional, positive, and timely manner.

 Assist other employees to ensure proper coverage and prompt guest service.

 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.

 Thank guests with genuine appreciation and provide a fond farewell.

 Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

 Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

 Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Assists Management

 Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.

 Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

 Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.

 Assist management in preparing and conducting performance reviews of hourly employees.

 Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.

 Assist management in preparing work schedules of hourly employees.

 Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

 Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

 Listen to hourly employees’ suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

 Serve as hourly employees’ first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.

 Coordinate tasks and work with other departments to ensure that the department runs efficiently.

 Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.

Quality Assurance/Quality Improvement

 Comply with quality assurance expectations and standards.

 Monitor the performance of others to ensure adherence to quality expectations and standards.

Check-in/Check-out

 Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.

 Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

 Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

 Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).

 Assign room according to guest request and preferences whenever possible.

 Sell a room/accommodation to guests without reservations based on availability.

 Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.

 Communicate to appropriate staff that there are guests that are waiting for an available room.

 Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

 Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.

 Accommodate requests for room changes when possible.

 Obtain and verify proper tax-exempt information for tax-exempt guests.

 Verify and adjust billing for guests.

 Ensure rates match market codes and that any exceptions are documented and include an explanation.

 File guest paperwork or documentation.

 Review out-of-order rooms daily to determine status and estimated date for return to room inventory.

 Review requests for late check-outs and approve according to occupancy.

 Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest’s stay.

 Clear departures in computer system to document that rooms are no longer occupied.

 Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

 Organize and coordinate check-in/pre-registration procedures for arriving groups.

eservations/Blocking Rooms

 Anticipate sold-out situations and determine how many rooms are over-committed.

 Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them.

 Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP’s, early arrivals, guest recognition).

Reports/Recordkeeping

 Review shift logs/daily memo books and document pertinent information in logbooks.

Guest Services

 Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

 Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

 Follow up with guests to ensure their requests or problems have been met to their satisfaction.

At Your Service/Delighted to Serve

 Follow up with guest regarding satisfaction with guest-related issues.

Skills & Expertise

Customer Relation

Front Office

Good communication skills

Hotel and Hospitality Management

Leadership and teamwork

Office Management

Receptionist/ Front Desk

Workplace

Work at office

Employment Status

Full Time

Job Location

Dhaka

Job Highlights

Assist staff in processing guest payments, follow up with guests, and process check-ins. Set up accurate accounts, anticipate sold-out situations, block rooms, coordinate with housekeeping, and document shift logs.

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