Front Office Supervisor

Job Description

Role Summary

We are looking for a dynamic and customer-focused Front Office Supervisor to join our team at Novotel Makkah. In this role, you will supervise and support the Front Office team while ensuring smooth daily operations and delivering a welcoming, professional, and consistent guest experience.

You will play a key role in coordinating front office activities, supporting the team, handling guest concerns, and maintaining Novotel service standards and hotel procedures.

Key Responsibilities

• Lead, supervise, coach, and support the Front Office team to ensure consistent service standards and compliance with hotel policies.
• Deliver professional, friendly, and efficient service to all guests, creating a positive and welcoming experience.
• Monitor daily Front Office operations, including check-in, check-out, room assignments, guest requests, and cashiering procedures.
• Assign daily tasks and manage team workflow to ensure operational efficiency and guest satisfaction.
• Coordinate closely with Housekeeping, Engineering, Security, Reservations, and other departments to ensure smooth guest operations.
• 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.
• 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.
• Monitor Front Office performance and provide regular coaching, guidance, and constructive feedback to team members.
• 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.
• Assist guests with information regarding hotel facilities, services, transportation, and local attractions.
• Maintain a professional, collaborative, and supportive working environment within the Front Office team.
• Monitor guest feedback and assist in implementing actions to improve guest satisfaction and service quality.
• Perform any other duties and responsibilities assigned by management to support the hotel's operational objectives.

Qualifications

Qualifications & Requirements

• 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, with 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.
• 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.
• Willingness to work flexible shifts, including night shifts, weekends, and public holidays.
• Good knowledge of hotel standards, policies, and safety procedures.