Front Office Supervisor

Overview

Born in the heart of Dubai, The First Collection embodies a blend of authentic, value-driven experiences, emphasising comfort and ease in each bespoke accommodation. Our hotels, each teeming with its own character, transcend conventional stays, offering immersive experiences designed for genuine connections. Adorned with contemporary elegance, our spaces beckon guests into a haven of warmth and style, all set against the vibrant backdrop of Dubai’s illustrious neighbourhoods. Each of our hotels serves as an urban retreat where the excitement of the city is complemented by serene moments at Soluna Restaurants and Beach Club on The Palm Jumeirah. Our guests are given access to a world of exclusivity, comfort, diverse dining, and private access to our beach club’s Mediterranean-inspired charm, seamlessly blending the essence of an unparalleled urban resort experience.

As part of The First Group, the region’s pinnacle in award-winning lifestyle hotels and investment solutions, The First Collection stands as more than a hotel brand – it is a commitment, a passion, and a journey into Dubai’s finest.

The First Collection at Jumeirah Village Circle, a Tribute Portfolio:

Discover a rewarding career with The First Collection at Jumeirah Village Circle. Located near the Dubai Marina and other vibrant cityscapes, this 491-room urban resort provides the ideal gateway to Dubai's array of immersive experiences.

Situated in the family-friendly enclave of Jumeirah Village Circle (JVC), The First Collection at Jumeirah Village Circle, a Tribute Portfolio offers convenient access to neighbouring malls, parks, cafés, and restaurants, while its own signature dining experiences include Santé Ria, Village Bistro and The First Collection’s award-winning Risen Café & Artisanal Bakery. Additionally, guests can unwind within an exclusive club lounge, outdoor pool, gym, and spa. Another exceptional offering includes complimentary access to Soluna Restaurants and Beach Club, located on The Palm Jumeirah, which seamlessly blends city energy with beachside tranquillity.

Explore opportunities with us today and become part of a team dedicated to excellence in hospitality.

Job Description

Job Summary:

The primary responsibility of this role is to align to the Front Office Department policies and procedures to deliver exceptional service behaviour and create the right environment which our colleagues can experience that will help them to be responsive, respectful, deliver great guest experience and build customer service culture.

The Front Desk Supervisor is responsible for greetings, 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

1. Ensure company brand standards, policies and procedures are always adhered to.
2. Supervise daily shift process ensuring all team members adhere to standard operating procedures.
3. Provide customers a positive first and last impression and maintain it at all times.
4. Perform and delegate various tasks that are essential to daily operations of a hotel's front desk. These tasks include 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.
5. Provide the team with necessary training and support.
6. Bookkeeping duties, such as balancing accounts (credit limit).
7. Must be friendly and outgoing, and possess excellent communication and problem-solving skills.
8. Always ensure outstanding customer care.
9. Respond to telephone and inquiries regarding reservations, hotel information and guest concerns.
10. Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
11. Adhere to company credit limit policies.
12. Allocate rooms to expected arrivals after checking the guest preferences and special requests.
13. Build strong relationships and liaise with all other departments especially housekeeping, reservation etc.
14. Cross check all billing instructions are correctly updated.
15. Ensure Front Office log book/checklist is always updated and actioned upon.
16. Ensure safety by following guest check in and security procedures and reporting suspicious activity to security and duty managers.
17. Assist all departments in servicing the guests during high volume periods.
18. Take responsibility in the absence of the Duty Manager/Front Office Manager.

Desired Skill & Expertise

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