Front Office Supervisor

Role Overview

Front Office Supervisor at Accor, Grand Plaza Mövenpick Media City, Dubai, United Arab Emirates.

Role Purpose

Lead and inspire the Front Office team while delivering exceptional guest experiences. Combine operational expertise with genuine hospitality to ensure seamless daily operations and foster a collaborative, customer-focused environment where every team member thrives.

Key Responsibilities

Team Leadership & Culture

• Lead, coach, and support the Front Office team throughout daily operations, fostering a collaborative culture that prioritizes guest satisfaction and operational excellence.
• Mentor team members on conflict resolution and de-escalation techniques, modeling professional behavior and empathetic guest interactions.
• Support roster planning, onboarding, and payroll administration.
• Demonstrate performance management and team development competency.

Operational Standards & Procedures

• Oversee Front Office procedures and brand standards, ensuring consistent service delivery.
• Support team training and communicate operational updates transparently.
• Perform Front Desk duties as required, including check-in and check-out, guest requests, account inquiries, and professional issue resolution with empathy and efficiency.
• Manage guest accounts, open folios, and credit processes with meticulous attention to detail, ensuring accuracy across all Front Office transactions.
• Demonstrate assertive decision-making and resilience when addressing operational challenges, maintaining composure and finding innovative solutions.

Guest Experience & Coordination

• Coordinate VIP arrivals, group requirements, and room allocations while facilitating seamless communication across hotel departments.
• Drive hotel promotions, identify upselling opportunities, and support enrollment initiatives while working toward departmental targets.
• Proactively resolve guest concerns and maintain smooth operations during peak periods or system disruptions.

Qualifications & Experience

• Proven experience in a luxury hotel Front Office environment with demonstrated supervisory or team leader responsibilities.
• Strong Front Office operational expertise, including check-in and check-out procedures, billing, payments, and guest account management.
• Demonstrated experience in performance management and team development.

Skills & Competencies

• Proficiency in Opera Cloud PMS, including front and back-office functions and manual procedures during system outages.
• Competency in Microsoft Office and other relevant communication and hotel management systems.
• Proven ability to lead, train, and motivate a diverse team, with exposure to roster planning and shift coverage management.
• Excellent guest service and problem-solving skills, with the ability to resolve concerns professionally and empathetically.
• Strong written and verbal communication skills in English and Arabic, with the ability to interact professionally with guests and team members.
• Fluency in Arabic (spoken and written) is essential for effective communication with Arabic-speaking guests and team members.
• Strong organizational and time management skills with the ability to prioritize multiple tasks effectively.
• Resilience and adaptability in a fast-paced hospitality environment, with a commitment to continuous improvement.
• Inclusive mindset with the ability to foster a supportive and collaborative workplace culture.

Additional Information

• Employee benefit card offering discounted Accor rates worldwide.
• Learning programs through Accor academies.
• Opportunity to develop your talent and grow within your property and across the world.