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.
1. Supervising Front Desk Operations
Overseeing Check-in and Check-out: Supervise and ensure smooth check-in and check-out processes for guests. Address any issues that may arise during these processes to ensure a positive guest experience.
Managing Front Desk Team: Supervise front desk staff, including Receptionists, Concierge, and Bell Staff. Ensure that staff members are well-trained, punctual, and provide excellent service.
Shift Management: Manage and schedule front office staff to ensure sufficient coverage during peak hours, balancing workloads and ensuring smooth operations across all shifts.
2. Guest Service Excellence
Guest Relations: Ensure guests receive a high level of service by addressing their needs, concerns, and requests. Handle any complaints or issues that arise, aiming for prompt and effective resolution.
Personalized Guest Experience: Monitor guest preferences, special requests, and feedback. Personalize their experience whenever possible to exceed expectations and encourage repeat visits.
Special Requests Management: Oversee the handling of special requests such as room upgrades, late checkouts, or reservations for special events, ensuring that guest needs are met with professionalism.

Desired candidate profile

Proven experience in a similar role within the hospitality industry.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Proficiency in hotel management software and front office systems.
High attention to detail and strong organizational skills.
Ability to work flexible hours, including evenings, weekends, and holidays.
A positive attitude and a commitment to delivering exceptional guest service.
Fluency in English; knowledge of additional languages is an asset.
Administrative Duties
Staff Scheduling: Create and manage staff schedules, ensuring adequate coverage during busy periods and complying with labor laws and company policies.
Inventory Management: Track front desk supplies such as brochures, keys, or office materials and ensure that items are replenished as necessary.
Record Keeping: Maintain accurate records of guest interactions, reservations, complaints, incidents, and other relevant information for reporting and auditing purposes.
Skills and Qualifications:
Customer Service Skills: Exceptional interpersonal and communication skills to interact with guests, resolve issues, and provide high-level service.
Leadership and Supervision: Strong leadership qualities to supervise and motivate front desk staff, ensuring smooth operations and high standards of service.
Problem-Solving Skills: Ability to handle guest complaints and resolve issues efficiently while maintaining a positive guest experience.
Time Management: Strong organizational skills to manage multiple tasks and responsibilities, particularly during busy periods.
Attention to Detail: Ability to manage guest requests, billing, reservations, and reports with high attention to detail to ensure accuracy.