Front Office Supervisor

Grand Mercure Dubai City The Front Office Supervisor is directly responsible for the day-to-day operations of the Front Desk while on duty. Leading the team to ensure that the reception operations run smoothly at all times and supporting Receptionists in their day-to-day tasks. On a broader scale, the Front Office Supervisor is to ensure that all the hotel’s guests are greeted, assisted with a level of service, and always welcomed in a genuine warm way. Able to assist the Duty Manager to ensure smooth operations at the front office at all times. Assist the Duty Manager in reviewing the staffing roster at the commencement of the shift to ensure the best deployment for maximum efficiency. Able to assist the Guest Service Executive in resolving any operational issues. Able to assist the Duty Manager in controlling room inventory. Managed allocations according to hotel directives. Plan room allocation and prepare arrivals, bearing in mind any special requests. Coordinating with housekeeping daily to ensure rooms are cleaned on time, departures are checked out timely and VIP arrivals are checked. Update PMS (Opera) and be able to use the program as an expert for the Front Office area. Able to train others to do so too. Promote, develop, and maintain strong working relations, ensuring that your shift/team runs smoothly, and guests are greeted professionally, in a Heartist manner. Identify the person to whom he/she is speaking, and the subject of the request, and direct the guest accordingly. Monitor performance standards, reporting issues/concerns as needed. Able to assist the Duty Manager in handling guests’ requests and complaints. Able to train all existing and new team members. Able to assist the ALL Star & in general be a Loyalty Ambassador who consistently promotes our Loyalty programs (Accor Live Limitless & ALL Plus). Able to assist the Assistant/Front Office Manager in monitoring and checking on retro-claims. Strive to implement the Accor Vision and demonstrate active use of the Accor Values.

Minimum 2 years of relevant experience in a similar capacity A service-focused personality is essential Prior experience working with Opera or a related system Strong interpersonal and problem-solving abilities and the ability to lead by example.

Directly responsible for day-to-day Front Desk operations during the shift. Lead the team to ensure reception operations run smoothly, support Receptionists, greet and assist guests with genuine service. Assist Duty Manager to ensure smooth front office operations, review staffing rosters for efficient deployment, assist Guest Service Executive in resolving operational issues, assist Duty Manager in controlling and allocating room inventory, manage allocations per hotel directives, plan room allocations and prepare arrivals considering special requests. Coordinate with housekeeping to ensure timely cleaning, departures, and VIP arrivals. Update and expert use of Opera PMS for Front Office; train others to use it. Promote and maintain strong working relations to ensure smooth shift operations and professional greetings (Heartist). Identify guest needs and direct accordingly. Monitor performance standards and report issues. Assist Duty Manager with guest requests and complaints. Train new and existing staff. Support ALL Star and Loyalty Ambassador duties (Accor Live Limitless & ALL Plus). Assist Assistant/Front Office Manager in monitoring retro-claims. Support Accor Vision and Values.