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.