Hilton MENA
Front Office Supervisor
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 17/05/2026
Job overview
Date posted
02/04/2026
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Job description
The Front Office Supervisor at Waldorf Astoria Dubai Palm Jumeirah is responsible for ensuring consistent quality of customer service in accordance with Waldorf Astoria Standards by overseeing front office operations, supervising guest-facing activities, and coordinating between guests, hotel departments, and front desk team members. The role involves greeting and registering guests, performing check-in/check-out procedures, resolving guest challenges, upgrading guests, promoting hotel services and amenities, and implementing upselling techniques to maximize room occupancy and revenue. The position requires assigning and instructing Front Desk Team members, monitoring lobby traffic, supervising front desk operations through daily checklist completion, determining room and rate availability, and supporting other departments with operational requests. Responsibilities include resolving customer complaints through research and authorizing revenue allowances, preparing and conducting daily pre-shift meetings, monitoring staff performance evaluations and discipline matters, recommending training for operational inconsistencies, and conducting weekly training sessions for new team members. The role also requires completing opening and closing operational checklists, preparing room discrepancy reports, pre-allocating VIP and Hilton Honors reservations, transmitting daily Hilton Honors information, and preparing daily forecasts of expected arrivals and departures in the absence of Rooms Controller using analytical judgment. The position requires proficiency in hotel property management systems such as OPERA, solid understanding of billing, room allocation, guest satisfaction management, and front office operations within luxury hospitality environments, while ensuring adherence to Hilton brand standards and maintaining high guest service excellence in a high-volume luxury hotel environment.
Required skills
Key responsibilities
- Supervise daily front office operations including guest check-in and check-out procedures, room allocation, billing processes, room and rate availability monitoring, completion of opening and closing checklists, and coordination with various hotel departments to ensure consistent delivery of Waldorf Astoria service standards and smooth operational workflow
- Assign tasks and instruct Front Desk Team members on operational priorities, observe performance, monitor lobby traffic, adjust staffing levels accordingly, assist with operational challenges, and ensure the front office team delivers prompt and courteous service to all guests
- Resolve guest complaints and operational challenges by conducting thorough research, evaluating alternative solutions, authorizing revenue allowances where appropriate, and ensuring issues are resolved effectively to maintain guest satisfaction throughout the stay
- Prepare and conduct daily pre-shift briefings to communicate operational updates, occupancy levels, VIP arrivals, Hilton Honors guests, special requests, and service standards to ensure team members are equipped to provide exceptional guest service
- Monitor staff performance through performance evaluations, identify training gaps, manage disciplinary matters, recommend training programs, and conduct weekly training sessions for new team members to ensure operational consistency
- Maximize room occupancy and revenue through upselling techniques, promote hotel services and amenities, encourage upgrades, and support revenue generation initiatives while enhancing guest experience
- Pre-allocate VIP and Hilton Honors reservations, coordinate room inspections, ensure amenities delivery, transmit daily Hilton Honors information, and maintain accurate guest recognition processes
- Prepare daily forecasts of expected arrivals and departures in the absence of Rooms Controller, analyze occupancy trends, prepare room discrepancy reports, and support operational planning using analytical judgment
Experience & skills
- Possess minimum 2–3 years of supervisory experience within guest-facing roles in hotel, leisure, and/or retail sectors with demonstrated ability to supervise front office operations and deliver high-quality guest service
- Demonstrate solid understanding of front office operations including check-in and check-out procedures, billing, room allocation, guest satisfaction management, and daily operational workflow within luxury hospitality environments
- Exhibit proficiency in hotel property management systems such as OPERA and demonstrate comfort with technology-driven front office operations and reporting processes
- Demonstrate strong commercial awareness with ability to apply upselling techniques, promote hotel amenities, maximize room occupancy, and support revenue generation initiatives
- Possess formal training or certifications in Hospitality Management or related field, or hold a relevant supervisory or management certificate, diploma, or degree
- Demonstrate ability to manage guest complaints, handle sensitive situations, conduct operational research, and authorize revenue allowances while maintaining service standards
- Show experience supervising teams, conducting performance evaluations, delivering training sessions, monitoring lobby traffic, and coordinating daily operational briefings
- Maintain flexibility to work a variety of shifts including evenings, weekends, and holidays, while supporting forecasting, VIP reservations, Hilton Honors coordination, and operational planning