Property: The Grid Co Living

Summary of Responsibilities

The Front Office Team Leader oversees daily front desk operations, ensuring exceptional guest and resident experiences while driving operational efficiency. This role supervises Front Office Associates, manages reservations and billing accuracy, and ensures seamless coordination across departments. The Team Leader acts as the primary escalation point for guest concerns, champions service excellence, and supports community engagement initiatives to enhance resident satisfaction and property reputation.

1. Leadership & Team Management

• Supervise, coach, and support Front Office Associates to maintain high service standards
• Conduct shift briefings, assign tasks, and monitor daily performance
• Provide training on guest service, systems, and operational procedures
• Handle escalations and resolve complex guest/resident concerns professionally
• Ensure proper staffing coverage and endorse schedules as needed

2. Guest Experience & Front Office Operations

• Ensure all guests and residents receive a warm, professional welcome
• Oversee efficient and accurate check-in/check-out processes
• Support VIPs, long-term residents, and special cases to ensure personalized service
• Conduct quality checks on Front Office transactions and guest interactions
• Maintain a service culture that promotes comfort, community, and satisfaction

3. Reservation & Occupancy Management

• Oversee daily reservations, long-term bookings, and occupancy forecasting
• Ensure all bookings are accurately recorded and updated in the PMS
• Manage room/unit assignments, upgrades, and relocations strategically
• Monitor availability and optimize occupancy for revenue generation
• Handle group bookings, corporate accounts, and bulk reservations

4. Customer Service & Community Engagement

• Act as the primary point of escalation for guest and resident concerns
• Ensure timely resolution of complaints and service recovery actions
• Drive community engagement initiatives (events, activities, communications)
• Oversee resident communications (announcements, notices, updates)
• Monitor guest satisfaction and implement improvement strategies

5. Billing & Financial Oversight

• Review and ensure accuracy of billing for short-term and long-term stays
• Oversee collection of payments (rent, utilities, and ancillary services)
• Monitor outstanding balances and support collection follow-ups
• Ensure proper documentation and transparency of all financial transactions
• Coordinate with Finance for reconciliation and reporting requirements

6. Property Safety & Security Compliance

• Ensure adherence to security protocols and access control policies
• Monitor CCTV and coordinate with security personnel as needed
• Act as incident lead during emergencies and ensure protocol compliance
• Conduct routine inspections of front office and common areas
• Promote safety awareness among residents and staff

7. Coordination with Maintenance & Housekeeping

• Oversee tracking and resolution of maintenance requests
• Coordinate with Engineering and Housekeeping teams for timely service delivery
• Ensure common areas and facilities meet cleanliness and quality standards
• Monitor service turnaround times and implement improvements
• Escalate recurring issues affecting resident experience

8. Feedback & Quality Management

• Monitor and analyze guest/resident feedback and satisfaction trends
• Implement corrective actions and service improvements
• Ensure all issues are logged, tracked, and resolved efficiently
• Conduct proactive check-ins with long-term residents
• Support continuous improvement initiatives for service excellence

9. Administrative & Operational Control

• Ensure front desk operations run smoothly and efficiently at all times
• Review daily reports, incident logs, and shift endorsements
• Maintain accurate records in the PMS and ensure data integrity
• Monitor inventory of front office supplies and materials
• Ensure compliance with company policies, procedures, and privacy standards

10. Marketing Support & Revenue Growth

• Promote property amenities and services to maximize utilization
• Support marketing campaigns, social media engagement, and promotions
• Encourage resident referrals and loyalty initiatives
• Collaborate with Sales and Marketing teams on occupancy strategies
• Identify opportunities to enhance guest experience and revenue