Front Office Supervisor

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 & 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.