Front Office Supervisor (German, Russian or Spanish Speaking)

Mandarin Oriental Hotel Group; Dubai; On-site; AED 279,000 - 469,000; Full time

Job summary

Mandarin Oriental Jumeira Dubai is seeking an experienced Front Office Leader to guide shifts, train staff, and uphold service standards in a luxury 5-star setting.

You will oversee daily operations, address guest requests and complaints, and collaborate with departments to deliver a seamless guest experience in a fast-paced environment.

Qualifications

• Senior High School qualification or equivalent.
• Degree in Hospitality or Hotel Management is an advantage.
• Minimum 2 years’ experience in a 5-star hotel environment.
• Minimum 1 year Front Office experience.

Responsibilities

• Oversee and manage shifts to ensure smooth operation by guiding colleagues in all required aspects of Reception.
• Provide direction and support to all FO colleagues, especially during operational hours.
• Train colleagues in accordance with applicable standards and policies.
• Monitor duty schedule and ensure timely task completion.
• Maintain cleanliness of front and back of house Reception areas.
• Identify service quality improvements from guest feedback and share recommendations.
• Promote teamwork and effective communication within the team.
• Ensure grooming standards reflect professionalism.
• Identify learning needs and coordinate with management for development.
• Monitor Manning levels and PSMS accuracy on a daily basis.
• Report maintenance and ensure proper cashiering and end-of-shift cash handling.
• Open/close shift checklists and handle customer complaints, escalating when needed.
• Greet and escort guests to their rooms; manage guest complaints promptly.
• Assist Bell team and collaborate with Concierge, Housekeeping, PBX, Reservations and Room Service.
• Communicate clearly with Night Auditor and Accounting; attend Front Office briefings.

Skills

Team leadership

Guest service

MS Office

PSMS

GoConcierge

HotSoS

Rex

Front office knowledge

Education

Senior High School

Hospitality degree (adv.)

Tools

GoConcierge

PSMS

HotSoS

Rex

Job description

Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally involving himself in all required aspects of the Reception.

Provide direction and support to all FO colleagues at any time, particularly during the operational hours.

Support the Assistant FO Manager - Front Office Manager when required to train colleagues in accordance with the applicable standards and policies.

Follow the duty schedule and assure all tasks are completed at all times in a timely manner.

Assure the back and front of house areas of the Reception are clean and tidy at all times.

Constantly identify areas for improvement in Front Office service quality through guest comments, comment cards and guest incident reports and share observations and recommendations with the Assistant FO Manager - Front Office Manager.

Encourage proactive, efficient and effective communication within the team in order to promote a climate of teamwork and enthusiasm.

Ensure that Mandarin Oriental Jumeira’s grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.

Identify departmental learning and development needs for all colleagues of the department and share those with the Assistant FO Manager - Front Office Manager.

Checking in advance on manning levels and other parameters affecting shifts on a daily basis.

Support the Assistant FO Manager - Front Office Manager to maintain a clear overview of PSMS by carrying out regular checks on accuracy of the system.

To report through the assigned system and follow up all maintenance defaults affecting delivery of service.

To ensure cashiering is carried out properly by the team and daily cash and credit collections are in order and submitted to accounting after end of shift.

To perform and check all duties related to shift opening and closing check list.

Handle effectively any kind of customer complaints being verbal or written. More severe customer complains will be reported to managers without fail.

Greet and escort guests promptly to their rooms.

Handle guests’ complaints

Help the Bell team when needed

Handle cash drawer properly as outlined in the MODUB Controller’s manual

Ensure team product knowledge is maintained, updated and regularly tested.

Attend and conduct meetings during absence or unavailability of management team.

Perform any other reasonable duties as required by the Assistant FO Manager - Front Office Manager.

Arrange fulfilment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues

Communicate clearly with the Night Auditor and Accounting.

Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly

Desired Candidate Profile

Senior High School qualification or equivalent

Degree in Hospitality or Hotel Management is an advantage

Minimum 2 years’ experience working in a 5-star hotel environment.

A minimum of 1 years of Front Office experience.

Strong commands of Microsoft Office products, PSMS, GoConcierge, HotSoS, and Rex.

Previous experience working in the Middle East is an advantage.

Hotel pre-opening experience is an advantage. Ability to understand guest needs and expectations and to deliver superior customer.

Perform job with attention to details and the ability to organize and handle multiple tasks effectively.

Proven ability to successfully motivate and lead a team.

Ability to plan and organize large projects.

Ability to prepare departmental reports.

Clear communication; effective verbal and written communication skills in English. German, Russian or Spanish language skills are preferred.