Job Description

We are seeking an experienced and customer-focused Front Office Supervisor to join our team in Ras Al-Khaimah, United Arab Emirates. As a key member of our front office team, you will be responsible for overseeing daily operations, ensuring exceptional guest experiences, and leading a team of front desk staff.

• Supervise and coordinate front office operations, including check-in/check-out procedures, guest inquiries, and concierge services
• Train, mentor, and motivate front desk staff to maintain high standards of customer service
• Monitor and manage guest satisfaction, addressing concerns and resolving issues promptly
• Oversee shift operations and act as Manager on Duty when required
• Ensure compliance with hotel policies, procedures, and service standards
• Manage guest profiles and loyalty programs to enhance personalized experiences
• Coordinate with other departments to ensure seamless guest services
• Monitor and respond to guest feedback through various platforms
• Manage front office inventory and supplies
• Assist in preparing departmental reports and performance evaluations
• Implement and maintain safety and security procedures
• Participate in continuous improvement initiatives to enhance guest experiences and operational efficiency

Qualifications

• Bachelor’s degree or Diploma in Hotel Management
• Minimum 3 years of progressive front desk experience, including 1 year in a supervisory role within a luxury hotel environment
• Proven experience in front desk and concierge operations
• Proficiency in Opera Property Management Systems (Opera Cloud experience preferred)
• Strong knowledge of hospitality industry standards and best practices
• Excellent leadership and team management skills
• Outstanding communication skills, both verbal and written
• Advanced problem-solving and decision-making abilities
• Exceptional customer service orientation with a passion for delivering memorable guest experiences
• Proficiency in Microsoft Office applications
• Ability to work effectively under pressure in a fast-paced environment
• Flexibility to work various shifts, including weekends and holidays
• Strong attention to detail and organizational skills
• Ability to multitask and prioritize effectively
• Familiarity with local attractions and services in Ras Al-Khaimah (preferred)