Front Office Supervisor

Overview

Over the past two decades, The First Group has forged a reputation as one of the hospitality industry’s leading innovators, providing groundbreaking investment opportunities to clients and partners, while delivering exceptional, memorable experiences to hotel and leisure guests. Our corporate ethos and unique vision for the future of hospitality is encapsulated in our fast-growing portfolio of award-winning hotels and residences, exciting F&B outlets and lifestyle venues, and delivered through our array of complementary third-party hotel and asset management services.

Core to our vision for the future of hospitality is The First Collection, our award-winning hotel brand that reflects the rich culture, innovative spirit, and unparalleled refinement for which Dubai is famous. The First Collection’s urban lifestyle resorts, situated in prime locations across Dubai, are renowned for their unique blend of world-class hospitality and modern flair, as well as their cutting-edge guest facilities and services, which include exclusive access to the stunning Soluna Restaurants and Beach Club, located on the world-famous Palm Jumeirah.

Every hotel in our fast-growing portfolio reflects our ambition to capture the essence of urban living, blending it seamlessly with the tranquillity of a serene getaway. The First Collection echoes the city’s heartbeat, ensuring all our guests are made to feel a part of the magnificent tapestry of Dubai, the world’s most exciting metropolis.

Job Description

Job Summary:

The primary responsibility of this role is to align with the Front Office Department policies and procedures to deliver exceptional service behavior and create the right environment for our colleagues to be responsive, respectful, deliver great guest experiences, and build a customer service culture.

The Front Desk Supervisor is responsible for greeting, checking guests in, and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. The Front Desk Supervisor is responsible for the supervision of the Front Office team and will also assist the Duty Managers in daily front office operations. As the company representative, you will make guests feel amazing, create warmth, and strike up conversation.

KEY RESPONSIBILITIES

• Ensure company brand standards, policies, and procedures are always adhered to.
• Supervise daily shift processes ensuring all team members adhere to standard operating procedures.
• Provide customers a positive first and last impression and maintain it at all times.
• Perform and delegate various tasks that are essential to daily operations of a hotel's front desk, including making or confirming reservations, verifying and collecting payments, controlling guest access to safe deposit boxes, and contacting housekeeping or maintenance when guests report a problem.
• Provide the team with necessary training and support.
• Bookkeeping duties, such as balancing accounts (credit limit).
• Must be friendly and outgoing, and possess excellent communication and problem-solving skills.
• Always ensure outstanding customer care.
• Respond to telephone inquiries regarding reservations, hotel information, and guest concerns.
• Use suggestive selling techniques to sell room nights, increase occupancy, and revenue.
• Adhere to company credit limit policies.
• Allocate rooms to expected arrivals after checking guest preferences and special requests.
• Build strong relationships and liaise with all other departments, especially housekeeping and reservations.
• Cross-check all billing instructions are correctly updated.
• Ensure Front Office log book/checklist is always updated and actioned upon.
• Ensure safety by following guest check-in and security procedures and reporting suspicious activity to security and duty managers.
• Assist all departments in servicing guests during high volume periods.
• Take responsibility in the absence of the Duty Manager/Front Office Manager.

Desired Skill & Expertise

• At least 2 years’ experience as Front Office Supervisor in a 4/5* property with 300+ inventory.
• Front Office computer literacy (e.g., OPERA, VICAS, etc.).
• Excellent communication skills with proficiency in speaking and writing Business English.
• Required language(s): fluent English, with preferred fluent French, Arabic, or Russian.
• Team player with excellent planning and organizing skills.
• Able to work flexible hours with rotating shifts.
• Pleasant personality with good problem-solving skills.