Shift Leader Front Office

Job Description

InterContinental Dominica Cabrits Resort & Spa seeks an energetic Shift Leader to guide our front office operations. This role requires hands-on management, staff mentoring, and problem-solving under pressure. Candidates should be organized, service-oriented, and skilled in supervising guest-facing teams with diplomacy and poise in a fast-paced setting.

Responsibility

• Supervise front office operations and ensure seamless shift transitions
• Lead, train, and motivate front desk staff to meet service excellence standards
• Handle guest check-ins/outs, special requests, and resolve complaints professionally
• Monitor FO system activity and ensure accurate data input and billing
• Coordinate communication between departments to support guest needs
• Implement and uphold hotel policies and front office procedures
• Maintain shift reports and submit end-of-day summaries to management
• Support VIP and group arrivals, ensuring personalized service delivery
• Oversee staff scheduling, performance, and appearance standards
• Promote guest satisfaction through consistent, attentive, and timely service

Experience and Qualifications

• Previous experience in a front office or similar supervisory role
• Well versed with FO operating system
• Basic administrative and computer skills
• Leadership and team coordination skills
• Strong problem-solving and decision-making abilities
• Good knowledge of hotel systems and front office procedures
• Ability to train and guide team members
• Excellent communication and conflict resolution skills
• Personalized, attentive guest service, focused on satisfaction, including handling VIPs and special requests
• Effective collaboration and flexibility for diverse working hours, including weekends and holidays
• Strong interpersonal skills with a passion for hospitality and professionalism in appearance and demeanor
• Good communication and passionate about customer service. Good command over written & spoken English; additional languages are an asset

Benefits and Others

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Send Your CV To:
kelly.dodds@ihg.com
Deadline: June 15th, 2025