Front Desk Supervisor

Dubai (Emirate) (AE)
20 Dec 2016
17 Jan 2017
Job Type
Front Office
Job Level


  • Must speak and read Arabic
  • Protel (PMS ) Knowledge is a Must
  • Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties
  • Must be able to work well under pressure in a fast paced and constantly changing environment
  • Excellent written and verbal interpersonal and communication skills
  • Must be strong team player with proven leadership, development and delegating skills
  • Highest Guest service skills, talent and knowledge with the vision and ability to lead employees to excellence
  • Diploma in Hotel management an asset
  • Previous International experience essential

Duties and Responsibilities

  • Set a high example in regards to punctuality, appearance, attitude, leadership, Guest relations, observance of Hotel Policies and Procedures, loyalty to management and interdepartmental cooperation
  • Use discretion and tact when dealing with Guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel or its reputation
  • Direct front office operations such as verifying guest identity, form of payment, assigning room, and activating/issuing room key
  • Ensure rates match market codes, document exceptions
  • Secure payment prior to issuing room key, verify/adjust billing
  • Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts, Count and secure bank at beginning and end of shift
  • Ensures correctness of information in the guest bills, room rates and initials them before handing to the Front Office Cashier.
  • Monitor and follow-up credit for in-house guests and highlighted to the FOM or DOR to take action
  • Advise the Night & Front Office Manager of any matters relating to Guests, their welfare and behavior as considered desirable for various reasons
  • Check the condition of the departure rooms and assist if required
  • Follow up with the Front Desk Agents in regards to any room discrepancies (skips, sleeps) and assist with their inspection
  • Checks list of arrivals for the day, takes note of VIPs and other special instructions and requests.
  • Coordinates closely with Housekeeping in the update and maintenance of room’s status option.
  • Ensure that the Police report is being done on a regular basis
  • Ensure all Colleagues within Front Office are fully aware of the daily inventory, yield and revenue management, and sell rates
  • Ensures constant communication takes place between employees, supervisors and management.
  • Assist management in training, evaluating, counseling, motivating and coaching employees
  • Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns
  • Be fully trained in emergency procedures and to assist in carrying out any practice drills
  • Monitor the car park and parking area
  • Make property rounds including back of house areas: locker rooms, kitchens, restaurants, staff cafeteria, offices, emergency exits, etc
  • Check the lobby and public areas on tidiness and smooth operations.
  • Check all the night audit reports and complete the end of day accurately and in a timely manner
  • Verify guest ledger charges from concessionaires with their summary 
  • Verify room rate variance report, post room and tax for the day
  • Print ‘Revenue Report today Gross and Budget’ and split service charge and tax for room revenue
  • Control and check the daily posting before running the night and prepare daily revenue report according to the Night Audit Check list.
  • Conducts orientation for new hires in the section, advising them in writing of the standards against which their performance will be evaluated
  • Supervise Front Desk Colleagues, assist in check in and checkouts
  • Perform any other related duties assigned to him/her by the Night Manager / FOM