Front Office Supervisor – Sheraton Hotel Abu Dhabi

Position Summary:
The Front Office Supervisor oversees day-to-day front desk operations, ensuring smooth check-in/check-out procedures, high guest satisfaction, and efficient team performance. This role supports the Front Office Manager in maintaining service standards and operational excellence.

Key Responsibilities:

Guest Service & Operations

• Supervise and coordinate daily Front Desk activities, including check-ins, check-outs, and guest requests.

• Handle guest complaints and ensure timely resolution to maintain satisfaction.

• Monitor lobby operations, ensuring a welcoming and organized environment.

• Assist VIP guests and ensure personalized service when required.

Team Leadership & Training

• Lead, coach, and motivate Front Desk staff to deliver consistent service excellence.

• Conduct shift briefings, assign duties, and monitor performance.

• Support onboarding and training of new team members.

Administrative & Operational Support

• Ensure accurate billing, cashiering, and room allocation.

• Prepare shift reports, handover notes, and other operational documentation.

• Maintain compliance with hotel policies, SOPs, and brand standards.

Coordination & Communication

• Liaise with Housekeeping, Engineering, F&B, and other departments for seamless operations.

• Assist in managing overbookings, room blocks, and special requests.

• Communicate effectively with management regarding operational issues and guest feedback.

Qualifications & Skills:

• Previous Front Office experience, preferably in a supervisory role.

• Strong leadership, communication, and problem-solving skills.

• Ability to work under pressure and handle guest complaints tactfully.

• Knowledge of PMS systems (Opera/Cloud preferred).

• Professional grooming and strong interpersonal skills.

• Fluency in English; additional languages are an asset.