Front Office Supervisor

Sofitel Al Hamra Beach Resort

Job Description

We invite you to join our dynamic hospitality team in Ras Al-Khaimah, United Arab Emirates, as a Front Office Supervisor. In this pivotal role, you will lead and inspire your front office team to deliver exceptional guest experiences while maintaining operational excellence. As Front Office Supervisor, you will combine your passion for customer service with strong leadership capabilities to ensure every guest interaction reflects our commitment to quality and professionalism. You will be the backbone of our front office operations, balancing guest satisfaction with efficient administrative procedures and team development.

• Lead, train, and recognize front office team members to support exceptional guest service delivery and foster a collaborative work environment
• Provide engaging, professional, and friendly service to guests, turning their visits into memorable experiences
• Handle guest inquiries and complaints with empathy and decisiveness, ensuring appropriate resolution and follow-up actions
• Oversee front office operations including room assignments, guest check-ins, check-outs, and billing accuracy
• Manage and balance all room charges, including ancillary services (F&B, spa, concierge, and other departments)
• Audit and post room rates and taxes accurately, ensuring all guest billing is correct for groups, tours, and individual guests
• Process and reconcile front office credit card transactions with precision and attention to detail
• Perform end-of-day duties for the property management system and point-of-sales systems
• Maintain comprehensive knowledge of all groups and events in-house, effectively communicating relevant information to staff
• Ensure adherence to all hotel policies, procedures, and service standards while promoting a culture of continuous improvement
• Support company initiatives including guest satisfaction surveys, loyalty programs, and quality assurance standards
• Maintain full understanding of emergency procedures and safety protocols, including fire safety procedures
• Collaborate with all hotel departments to ensure seamless operations and guest satisfaction
• Work independently and prioritize responsibilities effectively while managing multiple tasks simultaneously
• Demonstrate flexibility and resilience when handling high-pressure situations and unexpected challenges

Qualifications

• Minimum 2 years of proven guest services experience, with at least 1 year in a front office or supervisory capacity
• Strong knowledge of Property Management Systems (PMS) and hotel operations software
• Excellent written and verbal communication skills in English, with the ability to interact professionally with diverse guests and team members
• Demonstrated leadership and team training experience with the ability to motivate and develop staff
• Exceptional interpersonal skills with a customer-focused mindset and genuine empathy for guest needs
• Highly organized and detail-oriented with strong analytical abilities for financial reconciliation and billing accuracy
• Proficient in computer applications including Microsoft Word, Excel, and PowerPoint in a Windows environment
• Ability to multitask effectively, prioritize responsibilities, and work well under pressure in a fast-paced environment
• Strong problem-solving and conflict resolution skills with a decisive approach to challenges
• Knowledge of hotel billing procedures, cash handling, and financial accuracy standards
• Familiarity with hotel loyalty programs and guest management systems (preferred)
• Valid driver's license (preferred for UAE operations)
• Flexibility to work various shifts, including evenings, weekends, and holidays as required by operational needs
• Commitment to maintaining the highest standards of professionalism, integrity, and transparency in all interactions
• Ability to work independently while remaining collaborative and inclusive with team members