Front Office Team Leader

About the role

The Front Office Team Leader is responsible for overseeing daily front desk operations at The Grid Co Living, ensuring exceptional guest and resident experiences while driving operational efficiency. This position supervises Front Office Associates, manages reservations and billing accuracy, and coordinates closely with other departments.

Key responsibilities

• Supervise, coach, and support Front Office Associates to maintain high service standards.
• Conduct shift briefings, assign tasks, monitor performance, and ensure proper staffing coverage.
• Oversee check‑in/check‑out processes, VIP support, and personalized service for long‑term residents.
• Manage daily reservations, long‑term bookings, occupancy forecasting, and room/unit assignments using the PMS.
• Act as primary escalation point for guest and resident concerns, ensuring timely resolution and service recovery.
• Drive community engagement initiatives, resident communications, and monitor guest satisfaction.
• Review billing accuracy for short‑term and long‑term stays, oversee payment collection, and coordinate with Finance for reconciliation.
• Ensure compliance with safety, security, and access control protocols, including CCTV monitoring and incident response.

Required profile

• Experience supervising front office staff in a hospitality or co‑living environment.
• Ability to handle escalations and resolve complex guest or resident issues.
• Strong organizational skills for scheduling, staffing, and occupancy management.
• Commitment to maintaining a safe and welcoming environment for guests and residents.

Required skills

• Proficiency with a Property Management System (PMS).