Front Desk Supervisor - Guest Services

The Ritz-Carlton Hotel Company, L.L.C.; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

The Ritz-Carlton Dubai DIFC is seeking a Front Desk Supervisor - Guest Services to lead on-site front desk operations in a luxury hotel environment. You will oversee guest check-ins, room assignments, payments, and billing accuracy while ensuring Ritz-Carlton service standards.

The role also supports management with staff training, evaluation, and coaching to maintain exceptional guest experiences. Based in Dubai, United Arab Emirates, this full-time position emphasizes accurate financial

Qualifications

• Education: High school diploma or GED equivalent.
• At least 1 year in a related front desk or guest services role.
• Strong communication and customer service focus.
• Ability to follow financial procedures and use hotel systems.

Responsibilities

• Process guest check-ins/identity verification and payment methods.
• Assign rooms, manage keys, and adjust guest accounts as needed.
• Balance and secure daily cashiering and billing.
• Prepare daily front office reports and maintain records.
• Train, evaluate, and coach front office staff.

Skills

Front desk operations

Guest check-in processing

Billing verification

Cashiering

POS systems

Team coaching

Customer service

Education

High school diploma or GED

Tools

Hotel computer systems

Point of Sale (POS)

Job description

Front Desk Supervisor - Guest Services

Location: Dubai, United Arab Emirates

Industry: Hospitality

Function: Front Desk-Reception

Experience: At least 1 year of related work experience

Job Type: Full‑time

Job Overview

The Front Desk Supervisor - Guest Services is a full‑time Hospitality opportunity with The Ritz‑Carlton in Dubai, United Arab Emirates. Based at the DIFC property off Sheikh Zayed Road, this role supports front office operations by managing guest arrivals, room assignments, payments, billing, account accuracy, daily reporting, and personalized service throughout the guest stay. Alongside hands‑on front desk responsibilities, the position assists management with employee training, evaluation, counseling, motivation, and coaching. The role requires strong attention to financial procedures, confident guest communication, accurate use of hotel systems, and the ability to resolve requests while maintaining The Ritz‑Carlton service standards.

Job Details

Country: United Arab Emirates

City: Dubai

Industry: Hospitality

Function: Front Desk‑Reception

Salary: Not disclosed

Gender: No Preference

Candidate Nationality: Not specified

Job Type: Full‑time

Job Number 26119609

Position Type: Non‑Management Work Arrangement

This is an on‑site position and is not located remotely.

Role Context

The Front Desk Supervisor helps ensure that every arrival, stay, and departure is supported by accurate front office processes and attentive guest service. The position connects reception operations with cashiering, billing control, guest request coordination, reporting, and team support.

Front Desk Operations

• Process guest check‑ins and verify guest identity and method of payment.
• Assign rooms and activate or issue room keys.
• Establish accurate guest accounts according to individual requirements.
• Enter Marriott Rewards information into the appropriate system.
• Confirm that room rates correspond with applicable market codes and document exceptions.
• Secure payment before issuing room keys.
• Verify and adjust guest billing when necessary.
• Provide guests with property information and directions.
• Enter and retrieve operational information using computers and point of sale systems.
• Perform other reasonable duties requested by supervisors.

Guest Requests and Service Recovery

Guest requests should be handled promptly and directed to the appropriate hotel colleagues when additional support is necessary. The Front Desk Supervisor follows up to confirm that requested services have been completed. The position anticipates guest needs, assists individuals with disabilities, and communicates with guests using clear and professional language. Reports of theft must be referred promptly to Loss Prevention or Security according to established procedures.

Cashiering and Payment Control

• Process accepted payment types, vouchers, paid‑outs, and charges.
• Complete cashier and closing reports accurately.
• Balance and drop receipts according to established procedures.
• Count and secure the assigned bank at the beginning and end of each shift.
• Obtain manual payment authorisations when required.
• Follow Accounting procedures for payment and financial transactions.
• Review billing information and make authorised adjustments when necessary.

Reporting and Administration

The Front Desk Supervisor compiles and reviews daily reports, operational logs, and contingency lists to support accurate front office operations. Written documents must be prepared and reviewed carefully for completeness and accuracy, while telephone communications should follow appropriate professional etiquette.

Team Support and Coaching

• Assist management with employee training and development.
• Support employee evaluations and counselling activities.
• Help motivate and coach front office colleagues.
• Serve as a professional role model.
• Act as a first point of contact within the Guarantee of Fair Treatment and Open Door Policy process.
• Maintain positive working relationships with colleagues.
• Listen and respond appropriately to employee concerns.
• Support the team in achieving shared operational and service goals.

Preferred Qualifications

Education: High school diploma or G.E.D. equivalent. Related Work Experience: At least 1 year of related work experience. Supervisory Experience: At least 1 year of supervisory experience. License or Certification: None required.

Skills Set

• Front desk and reception operations
• Guest check‑in processing
• Room assignment and key issuance
• Guest account management
• Billing verification and adjustments
• Cashiering and payment processing
• Daily front office reporting
• Hotel computer and POS systems
• Guest request coordination
• Telephone and written communication
• Employee training and coaching
• Accounting procedure compliance
• Guest service and issue resolution

Safety and Professional Standards

Company policies, procedures, safety requirements, and quality standards must be followed throughout each shift. Associates are required to report accidents, injuries, and unsafe working conditions and complete required safety training and certifications. The role also requires a clean and professional appearance, appropriate handling of confidential and proprietary information, and protection of company assets.

Physical Requirements

The Front Desk Supervisor may be required to stand, sit, or walk for extended periods during a work shift. Candidates must be able to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

The Ritz‑Carlton Gold Standards

The Ritz‑Carlton Gold Standards guide the brand 's approach to luxury hospitality and guest care. Associates are expected to learn and exemplify principles including the Employee Promise, Credo, and Service Values while delivering gracious, thoughtful, and consistent service. Its Ladies and Gentlemen create distinctive luxury hospitality experiences guided by The Ritz‑Carlton Gold Standards.

About the Company

The Ritz‑Carlton operates more than 100 award‑winning properties worldwide and is part of Marriott International 's portfolio of brands.