Front Office Supervisor

Role Overview

Front Office Supervisor at IHG Hotels and Resorts, located in Doha's key business district, serving Crowne Plaza (378 guestrooms and suites) and Holiday Inn (307 guestrooms).

Company Overview

IHG Hotels and Resorts operates a global family of over 370,000 colleagues across nearly 100 countries, united by values of warmth, honesty, and True Hospitality. The properties are conveniently located 15 minutes by car or complimentary shuttle from Hamad International Airport, near attractions including the Museum of Islamic Arts and Souk Waqif.

Role Purpose

Oversee all guest-related service processes from pre-arrival through departure to ensure the highest standards of guest satisfaction. Lead the Front Office team in delivering True Hospitality while maintaining professional operations, communication, and safekeeping of the property.

Key Responsibilities

Guest Service & Experience

• Oversee all guest-related service processes from pre-arrival to welcome, during stay, and through departure.
• Respond to guest complaints and related issues promptly with empathy and professionalism.
• Personally attend to VIP guests and guests with special needs to ensure the highest levels of customer satisfaction.
• Ensure special amenities and services are delivered on time and personally followed up with guests concerned.
• Protect the welfare and interests of guests and ensure safekeeping of the property.

Team Leadership & Operations

• Train Front Office colleagues on day-to-day operations and guest interactions.
• Maintain professional and effective lines of communication between Front Office and all other operating departments, with particular emphasis on Housekeeping, Maintenance, Security, and outlets.
• Assist all departments when needed for successful hotel operation.

Administration & Reporting

• Input front office system revenue, expenses, and allowances to generate daily reports including Guest Ledger Summary and Daily Restaurant reports.

Safety & Emergency Response

• Respond to fire alarms, potential emergencies, and requests for medical assistance from guests and staff.

Professional Standards

• Maintain professional business confidentiality and discretion in all dealings.

Qualifications & Experience

• Previous experience in a 5-star hotel at supervisory level.

Skills & Competencies

• Positive attitude and good communication skills.
• Commitment to delivering high-level customer service.
• Ability to work independently and as part of a team.
• Competent level of IT proficiency.
• Calm, organized work ethic with ability to prioritize and meet deadlines.

Additional Information

• Full uniform provided.
• Competitive salary.
• Room discounts.
• Access to comprehensive training programs.
• Equal employment opportunities provided without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.