Front Office Supervisor

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Front Office Supervisor plays a pivotal role and will provide supervision in the Front Office following the objectives, performance, and quality standards established by the Hotel, will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences. The Front Office Supervisor will run the daily operations of the reception desk and will assist the Front Office Management team in running daily shifts when needed.

Responsibilities

Departmental:

• Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally involving himself in all required aspects of the reception.
• Support the Assistant FO Manager - Front Office Manager when required to train colleagues in accordance with the applicable standards and policies.
• Implement and uphold hotel policies and procedures to ensure compliance with industry standards, brand guidelines and quality benchmarks
• Follow the duty schedule and assure all tasks are always completed in a timely manner.
• Constantly identify areas for improvement in Front Office service quality through guest comments, comment cards and guest incident reports and share observations and recommendations with the Assistant Front Office Manager and Front Office Manager
• Identify departmental learning and development needs for all colleagues of the department
• Checking in advance on manning levels and other parameters affecting shifts daily.
• Support the Assistant FO Manager - Front Office Manager to maintain a clear overview of PSMS by carrying out regular checks on accuracy of the system.
• To report through the assigned system and follow up all maintenance defaults affecting delivery of service.
• To ensure cashiering is carried out properly by the team and daily cash and credit collections are in order and submitted to accounting after end of shift.
• To perform and check all duties related to shift opening and closing check list.
• Effectively handle any kind of customer complaints being verbal or written. More severe customer complains will be reported to managers without fail.
• Greet and escort guests promptly to their rooms.
• Perform any other reasonable duties as required by the Assistant/ FO Manager - Front Office Manager.
• Arrange fulfilment of guest services by working with the Concierge, Housekeeping, Telecommunications, Reservations and Room Service colleagues
• Communicate clearly with the Night Auditor and Accounting.
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly.
• Monitor the daily credit limit report and highlight any inconsistencies and tackle to resolve.

 Guest Relations:

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs)
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.

Colleague Relations:

•  Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.

 Skills and Qualifications

• Senior High School qualification or equivalent.
• Degree in Hospitality or Hotel Management is an advantage.
• Minimum 2 years’ experience working in a 5-star hotel environment.
• A minimum of 1 year of Front Office supervisory experience.
• Strong command of Microsoft Office products, PSMS and other related front office software.
• Hotel pre-opening and Middle East experience is an advantage.
• Proven ability to successfully motivate and lead a team.
• Ability to plan and organize large projects and prepare departmental reports.
• Effective verbal and written communication skills in English is required.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests, colleagues, and stakeholders at all levels.
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.