Front Office Supervisor

Position: Front Office Supervisor

Job Summary

We are looking for an experienced and customer-focused Front Office Supervisor to oversee daily front desk operations and support the Front Office Manager in delivering a high standard of guest service. The successful candidate will supervise the front office team, handle guest requirements and complaints, and ensure smooth and efficient hotel operations.

Key Responsibilities

• Supervise daily Front Office and Reception operations.
• Ensure efficient check-in and check-out procedures for all guests.
• Welcome guests professionally and provide assistance throughout their stay.
• Handle guest inquiries, requests, complaints, and service recovery effectively.
• Monitor room availability, room assignments, upgrades, and special requests.
• Coordinate closely with Housekeeping regarding room status and guest requirements.
• Ensure accurate handling of reservations, billing, payments, and cash transactions.
• Review daily Front Office reports and ensure all records are accurate.
• Supervise, guide, and train Front Office staff to maintain service standards.
• Assist the Front Office Manager with staff scheduling and operational planning.
• Maintain proper communication between Front Office and other hotel departments.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Handle VIP arrivals, special occasions, and corporate guests as required.
• Assist with night audit procedures and operational handovers when required.
• Monitor guest satisfaction and take appropriate action to resolve issues.
• Ensure all guest information and transactions are handled confidentially.
• Support the Front Office Manager in achieving departmental targets and operational objectives.

Requirements

• Bachelor's Degree or Diploma in Hotel Management, Hospitality Management or a related field.
• Minimum 4–5 years of experience as a Front Office Duty Manager in a 4/5-star hotel or luxury resort.
• Previous UAE/GCC hotel or resort experience is preferred.
• Strong knowledge of Front Office operations, guest relations, room management and hotel procedures.
• Experience with EMMA is preferred/required as per hotel operational standards. Knowledge of Opera PMS or other hotel Property Management Systems will be considered an advantage.
• Good understanding of cashiering, billing, room allocation, and guest recovery procedures.
• Flexible to work shifts, weekends, public holidays and night shifts when required.

Language Requirements

• Excellent English communication skills – mandatory.
• Additional languages such as Arabic, Russian, French, German or other European languages will be an advantage.