Front Office Supervisor - Grand Mercure Dubai City
Accor Group
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Job summary
Grand Mercure Dubai City is seeking a Front Office Supervisor to oversee daily front desk operations and support the Duty Manager in delivering a smooth, welcoming guest experience in Dubai, United Arab Emirates. You will coordinate arrivals and departures, assist with room allocations, monitor standards, and promote Accor's Heartist philosophy.
The ideal candidate has at least 2 years of relevant experience in a similar role, strong knowledge of front desk procedures, and the ability to lead a
Qualifications
- Minimum 2 years of relevant experience in a similar capacity.
- Experience using Opera PMS or a related property management system.
- Familiarity with guest reception procedures and daily Front Desk activities.
Responsibilities
- Supervise the daily Front Desk activities during assigned shifts.
- Assist the Duty Manager in maintaining smooth Front Office operations.
- Support Receptionists and Guest Service Executives with daily responsibilities.
- Ensure guests are welcomed warmly and assisted professionally.
- Monitor reception activities to maintain consistent service standards.
- Help resolve operational issues affecting Front Desk performance.
- Maintain effective communication between team members during shifts.
- Support guest arrivals, departures and service requests.
Skills
Tools
Job description
Role: Front Office Supervisor - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Front Desk-Reception - Experience: Minimum 2 years of relevant experience in a similar position - Job Type: Full Time - Work Arrangement: On-site
Grand Mercure Dubai City, a 5-star hotel within the Accor network, is looking for a dedicated and service-oriented Front Office Supervisor to join its team in Dubai, United Arab Emirates. In this role, you will oversee daily Front Desk operations, support the Duty Manager and guide the reception team to deliver a smooth, welcoming and professional guest experience. You will coordinate guest arrivals and departures, assist with room allocations, monitor service standards and ensure that guest requests are handled efficiently. You will also support team training, maintain accurate information in Opera PMS and promote Accor 's guest loyalty programs. The successful candidate will have at least 2 years of relevant experience in a similar position, strong knowledge of hotel reception operations and the ability to lead by example in a busy hospitality environment.
- 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
- Work Arrangement: On-site
- Supervise the daily activities of the Front Desk during assigned shifts.
- Assist the Duty Manager in maintaining smooth and efficient Front Office operations.
- Support Receptionists and Guest Service Executives with their daily responsibilities.
- Ensure guests are welcomed warmly and assisted professionally.
- Monitor reception activities to maintain consistent service standards.
- Help resolve operational issues affecting Front Desk performance.
- Maintain effective communication between team members during shifts.
- Support the efficient handling of guest arrivals, departures and service requests.
- Assist the Duty Manager in reviewing staffing rosters at the beginning of each shift.
- Support effective deployment of reception personnel according to operational requirements.
- Coordinate daily Front Desk activities to maintain service efficiency.
- Guide team members in managing assigned responsibilities.
- Promote positive working relationships within the Front Office team.
- Identify operational concerns and report them to the appropriate manager.
- Encourage teamwork and a professional approach to guest service.
- Ensure arriving guests receive a genuine and welcoming reception.
- Assist guests with inquiries and requests.
- Identify guest requirements and direct them to the appropriate colleague or department.
- Support Receptionists in providing accurate information and professional assistance.
- Maintain a guest-focused approach throughout each shift.
- Help ensure that guest interactions reflect Accor 's Heartist service philosophy.
- Support the delivery of a consistent and memorable guest experience.
- Assist the Duty Manager in managing room inventory.
- Support room allocation according to hotel instructions and operational requirements.
- Prepare room assignments for expected arrivals.
- Consider guest preferences and special requests when planning allocations.
- Coordinate room readiness with the Housekeeping department.
- Follow up on room availability and arrival preparations.
- Ensure VIP arrival arrangements are checked and coordinated.
- Support timely completion of guest departure procedures.
- Communicate daily with Housekeeping regarding room status.
- Follow up on room cleaning priorities and expected arrivals.
- Coordinate the preparation of rooms for incoming guests.
- Monitor room readiness for VIP arrivals.
- Support timely processing of departures and room status updates.
- Maintain effective communication between the Front Office and other hotel departments.
- Assist in resolving operational matters affecting room availability and guest service.
- Maintain accurate guest and room information in Opera PMS.
- Use Opera to support Front Office operations and room management.
- Ensure relevant system updates are completed accurately.
- Assist colleagues with Opera-related operational tasks.
- Share system knowledge with new and existing team members.
- Support the effective use of the property management system across the reception team.
- Maintain consistency in Front Office system procedures.
- Assist the Duty Manager in handling guest requests and complaints.
- Listen carefully to guest concerns and identify appropriate solutions.
- Support Guest Service Executives in resolving operational issues.
- Respond professionally to service-related concerns.
- Coordinate with relevant departments when additional assistance is required.
- Follow up on outstanding guest matters.
- Escalate issues requiring management attention.
- Maintain a calm and courteous approach when handling challenging situations.
- Provide guidance and operational support to Front Office colleagues.
- Assist with training new and existing reception team members.
- Demonstrate correct Front Desk procedures and service standards.
- Support colleagues in developing their Opera PMS knowledge.
- Monitor team performance during assigned shifts.
- Identify service concerns and communicate them to management.
- Encourage professional conduct and consistent guest service.
- Lead by example through a positive and supportive working approach.
- Act as an ambassador for Accor 's guest loyalty programs.
- Promote Accor Live Limitless (ALL) and ALL Plus to eligible guests.
- Assist the ALL Star with loyalty-related activities.
- Support team awareness of loyalty program benefits and procedures.
- Encourage appropriate communication of loyalty opportunities during guest interactions.
- Assist the Assistant Front Office Manager or Front Office Manager in monitoring and reviewing retro-claims.
- Support accurate handling of loyalty-related guest inquiries.
- Maintain high standards of guest service throughout Front Office operations.
- Ensure guests are greeted and assisted in a warm, professional manner.
- Demonstrate Accor 's values through daily interactions with guests and colleagues.
- Encourage teamwork and positive communication.
- Monitor service delivery and identify areas requiring improvement.
- Support a welcoming and organized reception environment.
- Contribute to the hotel 's commitment to memorable guest experiences.
- Minimum 2 years of relevant experience in a similar capacity.
- Practical understanding of hotel Front Office operations.
- Experience using Opera PMS or a related property management system.
- Familiarity with guest reception procedures and daily Front Desk activities.
- Ability to support and guide reception colleagues.
- Strong commitment to guest satisfaction.
- Service-focused personality.
- Professional and welcoming approach to guest interactions.
- Ability to handle guest requests and concerns effectively.
- Strong interpersonal skills.
- Good problem-solving abilities.
- Ability to maintain service standards in a busy hotel environment.
- Ability to lead by example.
- Confidence supporting and guiding Front Office team members.
- Strong coordination and teamwork skills.
- Ability to assist with daily shift organization.
- Effective communication with colleagues and management.
- Ability to support team training and operational improvement.
- Professional approach to managing daily reception activities.
- Experience working with Opera or a similar hotel management system.
- Understanding of room allocation and room inventory procedures.
- Familiarity with guest arrival and departure coordination.
- Ability to monitor Front Desk operations and identify service issues.
- Knowledge of hotel reception workflows.
- Ability to coordinate with Housekeeping and other operational departments.
- Positive and approachable personality.
- Strong sense of responsibility.
- Professional appearance and conduct.
- Ability to remain composed when resolving operational challenges.
- Collaborative approach to working with colleagues.
- Willingness to support team development.
- Commitment to delivering consistent hospitality standards.
Grand Mercure Dubai City is a 5-star Accor hotel offering 361 guest rooms, a selection of dining venues and modern meeting facilities. The hotel brings together local cultural influences and international hospitality standards to create memorable experiences for its guests. As a Front Office Supervisor, you will be part of a team focused on warm welcomes, attentive service and effective collaboration. You will help maintain the quality of daily reception operations while supporting colleagues in delivering the personalized hospitality associated with the Grand Mercure brand. The hotel encourages professional development and provides an environment where team members can strengthen their hospitality and leadership capabilities.
Accor is an international hospitality group bringing together a diverse portfolio of hotel brands and guest experiences.
The group promotes a culture of inclusion, professional growth and responsible hospitality.
At Accor, colleagues are known as Heartists, reflecting the importance of genuine care, thoughtful service and meaningful connections with guests.
Accor is committed to attracting, recruiting and promoting diverse talent while supporting employees in developing their skills and exploring career opportunities.
Through its hotels and hospitality brands, Accor encourages colleagues to contribute their individuality, embrace new challenges and help shape the future of hospitality.
Discover career opportunities with Accor: https://careers.accor.com/
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