Front Office Supervisor

Role Overview

Front Office Supervisor at Novotel Makkah, part of the Accor network of more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations, located in Makkah.

Company Overview

Accor is a global hospitality group that brings together multiple hotel brands and lifestyle destinations. The organization believes in developing its people and creating positive, memorable experiences for guests, colleagues, and the planet through responsible hospitality.

Role Purpose

Supervise and support the Front Office team to ensure smooth daily operations, consistent service standards, and a welcoming, professional guest experience aligned with Novotel procedures.

Key Responsibilities

Team Leadership & Supervision

• Lead, supervise, coach, and support the Front Office team to ensure consistent service standards and compliance with hotel policies.
• Assign daily tasks and manage team workflow to ensure operational efficiency and guest satisfaction.
• Monitor Front Office performance and provide regular coaching, guidance, and constructive feedback to team members.
• Maintain a professional, collaborative, and supportive working environment within the Front Office team.

Guest Experience & Service Delivery

• Deliver professional, friendly, and efficient service to all guests, creating a positive and welcoming experience.
• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution and effective follow-up.
• Coordinate guest arrivals, departures, VIPs, groups, and special requests with attention to detail.
• Assist guests with information regarding hotel facilities, services, transportation, and local attractions.
• Monitor guest feedback and assist in implementing actions to improve guest satisfaction and service quality.

Operations & Coordination

• Monitor daily Front Office operations, including check-in, check-out, room assignments, guest requests, and cashiering procedures.
• Coordinate closely with Housekeeping, Engineering, Security, Reservations, and other departments to ensure smooth guest operations.
• Ensure accurate guest information, records, and documentation are maintained in the Property Management System (PMS).
• Monitor room availability, room status, and operational issues and communicate updates to the relevant departments.
• Support the team in resolving operational challenges and make appropriate decisions to maintain service quality.

Compliance & Procedures

• Ensure compliance with hotel policies, service standards, safety procedures, and applicable operational requirements.
• Conduct regular shift briefings and actively participate in departmental meetings and continuous improvement initiatives.
• Support the Duty Manager and assume managerial responsibilities when assigned.
• Perform any other duties and responsibilities assigned by management to support the hotel's operational objectives.

Qualifications & Experience

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
• Minimum 2–3 years of experience in Front Office operations.
• At least 1 year in a supervisory or team leader position.
• Previous experience in a hotel environment is required; experience with an international hotel brand is preferred.
• Strong knowledge of Front Office operations, including check-in, check-out, room assignment, guest services, and cashiering procedures.

Skills & Competencies

• Proficiency in Opera PMS or other hotel Property Management Systems.
• Excellent communication skills in English and Arabic, both written and verbal.
• Knowledge of additional languages is preferred.
• Strong leadership, team management, and coaching skills.
• Excellent customer service, problem-solving, and complaint-handling abilities.
• Ability to work effectively under pressure and manage multiple operational priorities.
• Strong organizational skills and attention to detail.
• Good knowledge of hotel standards, policies, and safety procedures.

Additional Information

• Willingness to work flexible shifts, including night shifts, weekends, and public holidays.