Front Office Supervisor

Roles and responsibilities

We are seeking a diligent and experienced Front Office Supervisor to join our team at The Ned Doha. As the Front Office Supervisor, you will play a crucial role in ensuring the efficient operation of the front desk and providing exceptional service to our guests. You will be responsible for supervising the Front Office team, managing guest relations, and maintaining the highest standards of hospitality.

Key Responsibilities:

Supervise and lead the Front Office team, ensuring smooth and efficient operations.
Assist in the training and development of front office staff.
Handle guest check-ins and check-outs, ensuring a seamless experience.
Address and resolve guest inquiries, complaints, and requests in a professional and timely manner.
Coordinate with other departments to ensure guest satisfaction and operational efficiency.
Monitor room availability, reservations, and special requests.
Ensure that all front desk procedures and policies are followed.
Maintain accurate records of guest transactions and other front office activities.
Assist in the preparation of daily reports and manage cash handling procedures.
Uphold The Ned Doha’s standards of excellence and hospitality.
Supervision of Front Desk Staff:

Oversee and manage the front desk team, ensuring proper staffing and scheduling.
Train and mentor front desk personnel on customer service, reservation systems, and hotel policies.
Guest Relations:

Address guest inquiries, complaints, and special requests promptly and professionally.
Ensure a warm and welcoming atmosphere for all guests during check-in and check-out.
Operational Management:

Monitor front desk operations, including reservations, check-ins, and check-outs, ensuring efficiency and accuracy.
Ensure adherence to hotel policies and procedures, as well as compliance with health and safety regulations.
Handling Reservations:

Assist in managing room inventory, rates, and availability in the property management system.
Collaborate with sales and marketing teams to optimize occupancy and revenue.
Reporting:

Prepare and maintain daily reports on front desk operations, guest feedback, and any incidents for management review.
Analyze guest satisfaction scores and recommend improvements to enhance service quality.
Problem-Solving:

Handle escalated issues and complaints, working to resolve them effectively and maintain guest satisfaction.
Make quick decisions to address operational challenges and improve efficiency.
Coordination with Other Departments:

Communicate with housekeeping, maintenance, and other departments to ensure a seamless guest experience.
Participate in departmental meetings to discuss issues and share feedback.

Desired candidate profile

1. Leadership and Team Management:

   • Strong ability to lead, motivate, and manage a diverse front desk team effectively.

2. Customer Service Excellence:

   • Commitment to delivering outstanding service and enhancing guest satisfaction.

3. Communication Skills:

   • Excellent verbal and written communication skills for interacting with guests and staff.

4. Organizational Skills:

   • Strong time management and organizational abilities to prioritize tasks in a fast-paced environment.

5. Problem-Solving Skills:

   • Capable of addressing guest complaints and operational challenges efficiently.

Personal Traits:

1. Adaptability:

   • Flexible and able to handle changing demands and unexpected situations with ease.

2. Attention to Detail:

   • Meticulous in monitoring service quality and ensuring operational accuracy.

3. Professionalism:

   • High level of integrity and professionalism in all interactions with guests and team members.

Additional Preferences:

• Technical Knowledge:

  • Familiarity with property management systems (PMS) and front office software is advantageous.

• Multilingual Skills:

  • Proficiency in multiple languages can enhance guest communication.

• Certifications:

  • Relevant certifications in hospitality management or customer service can enhance the candidate's profile.