Front office supervisor

Job Title: Front Office Supervisor Location: Dubai, UAE Department: Front Office / Rooms Division Reports To: Front Office Manager / Assistant Front Office Manager ________________________________________ Job Summary: The Front Office Supervisor oversees daily front desk operations and ensures exceptional guest service. This role supervises front desk agents, ensures smooth check-in/check-out processes, handles guest complaints, and maintains brand standards in line with hotel policies. ________________________________________ Key Responsibilities: • Supervise front desk staff to ensure professional, courteous, and efficient service. • Oversee the check-in and check-out procedures, ensuring accuracy and speed. • Handle and resolve guest complaints and concerns in a prompt and courteous manner. • Coordinate with other departments (housekeeping, concierge, reservations) to ensure seamless guest experiences. • Monitor room availability, rate discrepancies, and special requests. • Train, coach, and support front desk team members in service standards and procedures. • Maintain shift reports and handovers, ensuring continuity between shifts. • Ensure compliance with company policies, brand standards, and Dubai Department of Tourism and Commerce Marketing (DTCM) requirements. • Maintain a clean and organized front desk and lobby area. • Assist in upselling rooms and hotel services to maximize revenue. • Handle VIP arrivals and manage special guest requests. • Conduct daily briefings and participate in operational meetings. ________________________________________ Requirements: • Diploma or degree in Hospitality Management or related field. • Minimum 2–4 years of experience in front office operations, with at least 1 year in a supervisory role. • Experience in a 4 or 5-star hotel environment is preferred. • Familiarity with PMS (e.g., Opera, Fidelio) and front office software. • Strong communication and interpersonal skills. • Excellent problem-solving abilities and customer service orientation. • Fluent in English; Arabic or additional languages is a plus. • Knowledge of UAE hospitality regulations and DTCM procedures. ________________________________________ Working Conditions: • Rotational shifts, including weekends and public holidays. • Standing for extended periods during shifts. • Uniform and grooming standards must be maintained at all times.