Job Description

As a Front Office Supervisor at SO/ Ras Al Khaimah, part of the All-Inclusive Collection, you will assist in managing the daily operations of the front office team, ensuring exceptional guest experiences from arrival to departure. You will supervise and guide front desk staff, monitor service quality, and ensure that the SO/ brand standards of playful, stylish, and bold hospitality are consistently delivered.

Key Responsibilities:

• Supervise and support the front office team, including receptionists, guest service agents, and bell staff, ensuring smooth operations.
• Assist in managing check-in and check-out processes, ensuring accuracy, efficiency, and a positive guest experience.
• Handle guest inquiries, requests, and complaints promptly and professionally, escalating to management as needed.
• Ensure accurate processing of reservations, room assignments, and billing through the PMS and POS systems.
• Monitor front office service quality and staff performance, providing coaching, training, and feedback.
• Support staff scheduling and workflow planning to maintain efficient coverage during peak and off-peak periods.
• Maintain knowledge of hotel services, facilities, promotions, and local area information to provide accurate assistance to guests.
• Coordinate with housekeeping, concierge, and other departments to ensure seamless service delivery.
• Ensure adherence to health, safety, and hygiene standards at the front desk and lobby area.
• Assist in auditing and reporting daily front office activities, including room occupancy, revenue, and guest feedback.
• Uphold the SO/ brand image through professional appearance, confident demeanor, and exemplary guest interactions.
• Promote upselling opportunities and hotel services to enhance guest experience and hotel revenue.

Qualifications

• Previous experience in front office supervision or a similar role in luxury hotels or resorts.
• Strong leadership, team management, and interpersonal skills.
• Excellent guest service orientation with problem-solving and conflict resolution abilities.
• Knowledge of PMS systems, POS systems, reservations procedures, and front office operations.
• Ability to work efficiently in a fast-paced, high-volume environment.
• Professional appearance, confident demeanor, and alignment with SO/ brand personality.
• Fluency in English; additional languages are an advantage.
• Strong organizational, multitasking, and communication skills.
• Ability to maintain composure under pressure and lead by example.