Front Office Supervisor
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Key skills for this role
About the Role
Pavilion Hotel in Dubai is seeking a Front Office Supervisor to lead the front desk team, oversee guest arrivals/departures, manage night audit, and handle OTA extranet systems. The role requires strong leadership, upselling skills, and experience with PMS like Opera.
Key Skills for This Role
Responsibilities
- Lead, mentor, and motivate the front office team to deliver outstanding guest experiences
- Supervise all front desk activities including guest arrivals, departures, room assignments, billing, and cashiering functions
- Oversee night audit processes to ensure accurate daily revenue reconciliation, account balancing, and preparation of management reports
- Manage extranet systems for OTAs, including rate loading, inventory management, content updates, and performance monitoring
- Drive upselling initiatives by training and coaching team members on techniques to promote room upgrades and additional services
- Handle guest complaints and special requests with professionalism, ensuring swift resolution and high guest satisfaction scores
- Monitor team performance, conduct regular training sessions, performance evaluations, and implement staff development plans
- Ensure compliance with hotel policies, procedures, and brand standards, including health, safety, and security protocols
- Collaborate with other departments (Housekeeping, Sales, Food & Beverage, etc.) to coordinate seamless guest services
- Prepare daily/weekly reports on occupancy, revenue, guest feedback, and operational highlights for management
Requirements
- Minimum 3–5 years of experience in hotel front office operations
- At least 1–2 years in a supervisory role
- Diploma or degree in Hospitality Management, Tourism, or related field preferred
- Fluency in English and Arabic
- Proficiency in night audit procedures
- Hands on experience with extranet management for OTAs and hotel PMS (e.g., Opera, Fidelio)
- Ability to work flexible shifts, including nights, weekends, and holidays
Full Job Posting
Responsibilities
- Lead, mentor, and motivate the front office team to deliver outstanding guest experiences while fostering a positive and productive work environment.
- Supervise all front desk activities including guest arrivals, departures, room assignments, billing, and cashiering functions.
- Oversee night audit processes to ensure accurate daily revenue reconciliation, account balancing, and preparation of management reports.
- Manage extranet systems for Online Travel Agencies (OTAs) and other distribution channels, including rate loading, inventory management, content updates, and performance monitoring to maximize room sales.
- Drive upselling initiatives by training and coaching team members on techniques to promote room upgrades, additional services, and hotel facilities, while monitoring upselling performance and results.
- Handle guest complaints and special requests with professionalism, ensuring swift resolution and high guest satisfaction scores.
- Monitor team performance, conduct regular training sessions, performance evaluations, and implement staff development plans.
- Ensure compliance with hotel policies, procedures, and brand standards, including health, safety, and security protocols.
- Collaborate with other departments (Housekeeping, Sales, Food & Beverage, etc.) to coordinate seamless guest services.
- Prepare daily/weekly reports on occupancy, revenue, guest feedback, and operational highlights for management.
Required Skills and Competencies
- Strong leadership skills with proven ability to inspire, motivate, and develop a high performing team.
- Excellent upselling skills combined with a commercial mindset to increase revenue per available room (RevPAR).
- Proficiency in night audit procedures, including financial reconciliation, reporting systems, and end of day operations.
- Hands on experience with extranet management for OTAs (e.g., Booking.com, Expedia, Agoda) and hotel Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Outstanding communication, problem solving, and interpersonal skills with a guest first attitude.
- Ability to work flexible shifts, including nights, weekends, and holidays.
- Strong organizational skills and attention to detail under pressure.
Qualifications and Experience
- Minimum 3–5 years of experience in hotel front office operations, with at least 1–2 years in a supervisory role.
- Diploma or degree in Hospitality Management, Tourism, or a related field is preferred.
- Fluency in English and Arabic (additional languages are a strong advantage).
Pay
- AED 3,000.00 AED 3,500.00 per month
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