Front Office Supervisor - Guest Experience

Accor Group; Dubai; Hybrid; AED 60,000 - 90,000; Full time

Job summary

Accor is seeking a Front Office Supervisor to lead daily Front Office activities in Dubai, delivering personalised guest service and ensuring smooth arrivals, departures, and guest communications. The role emphasizes collaboration with Housekeeping and revenue initiatives to maximise guest satisfaction and operational efficiency.

The ideal candidate will have strong interpersonal skills, a practical problem-solving approach, and a passion for hospitality, supporting loyalty programs and

Qualifications

• Experience in front desk/reception operations within hospitality.
• Strong interpersonal and communication skills.
• Fluency in English is required. Additional languages are an advantage.

Responsibilities

• Supervise and coordinate daily Front Office activities in line with Accor brand standards and hotel policies.
• Provide warm, professional, and personalised service throughout the guest journey from pre-arrival to departure.
• Manage reservations, inquiries, amendments, and room allocations; maintain PMS data accuracy.
• Coordinate check‑in/check‑out, guest billing and payments; handle guest concerns with empathy and follow-up.

Skills

Front Office Leadership

Guest Service Excellence

Staff Coaching

Job description

Front Office Supervisor - Guest Experience

Job Snapshot - Role: Front Office Supervisor - Guest Experience - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Front Desk-Reception - Experience: Not specified - Job Type: Full Time - Work Arrangement: Hybrid

Position Overview

Accor is looking for a dedicated Front Office Supervisor to support daily hotel operations and deliver a welcoming, personalised guest experience in Dubai, United Arab Emirates. In this role, you will coordinate Front Office activities, guide team members, oversee reservations and guest services, and ensure that every interaction reflects Accor 's hospitality standards. From managing arrivals and departures to resolving guest concerns and supporting room revenue, you will play an important part in creating memorable experiences for our guests. We are seeking someone who brings strong interpersonal skills, a practical approach to problem-solving, and a genuine passion for hospitality.

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
• Work Arrangement: Hybrid

Guest Experience and Front Office Operations

• Supervise and coordinate daily Front Office activities in accordance with Accor brand standards, established service procedures, and hotel policies.
• Provide warm, professional, and personalised service throughout the guest journey, from pre-arrival arrangements to departure.
• Manage incoming telephone calls, email enquiries, and guest communications, ensuring timely responses and appropriate departmental coordination.
• Oversee room reservations, booking enquiries, amendments, cancellations, special requests, and room allocations.
• Ensure reservation details and guest information are accurately maintained in the Property Management System (PMS).
• Assist with room availability checks, rate enquiries, reservation changes, and booking procedures in line with hotel revenue strategies.
• Coordinate check‑in and check‑out activities, room assignments, guest billing, and payment transactions.
• Handle guest complaints, service concerns, and recovery situations with empathy, professionalism, and effective follow‑up.
• Support recognition of Accor ALL loyalty members, membership enrolment, and the delivery of applicable programme benefits.
• Monitor Front Office cleanliness, presentation, operational readiness, and service quality.
• Work closely with Housekeeping to coordinate room readiness and maintain smooth daily operations.
• Maintain accurate guest profiles, registration cards, reservation records, and other required documentation.
• Review expected arrivals, departures, VIP guests, group reservations, and special requests to ensure appropriate preparation.
• Promote consistent use of hotel systems, communication tools, and operational procedures.

Team Leadership and Development

• Lead by example and encourage colleagues to demonstrate Accor 's guest-focused service culture.
• Coach and support Front Office team members, providing practical guidance and constructive feedback.
• Assist with onboarding, training, and professional development activities for new and existing colleagues.
• Ensure team members understand reservation processes, telephone etiquette, guest communication procedures, and Front Office systems.
• Coordinate effective shift handovers and contribute to daily operational briefings.
• Communicate service priorities, guest requirements, and important operational updates to colleagues.
• Encourage teamwork, accountability, attention to detail, and respectful workplace communication.
• Assist with task allocation and monitor individual and team performance against operational requirements.
• Support the Duty Manager and Front Office Manager in maintaining consistent service standards across shifts.

Financial Controls and Revenue Support

• Ensure guest accounts, deposits, payments, refunds, invoices, and billing adjustments are processed accurately.
• Complete cashiering procedures, daily account balancing, shift closures, and required financial reports within established deadlines.
• Support room revenue performance through appropriate upselling, room upgrades, and promotion of hotel services.
• Handle reservation enquiries in accordance with approved room rates, availability, booking restrictions, and revenue management guidelines.
• Identify opportunities to improve room revenue while protecting guest satisfaction and pricing accuracy.
• Prepare staff rosters and review or approve timesheets within delegated authority and operational requirements.
• Monitor reservation records and booking channels to reduce processing errors, billing discrepancies, and potential revenue losses.
• Follow Accor 's financial controls, cash-handling requirements, and internal accounting procedures.

Health, Safety and Responsible Operations

• Follow Accor 's health, safety, security, privacy, and responsible business policies.
• Identify and report workplace hazards, operational incidents, guest concerns, and potential risks.
• Ensure guest personal information and payment details are handled securely and confidentially.
• Follow hotel emergency procedures and assist with the safe management of incidents when required.
• Promote an inclusive, respectful, and professional environment for guests and colleagues.
• Support hotel sustainability initiatives and responsible operating practices.
• Maintain compliance with applicable legislation, workplace requirements, and hotel operating procedures.

Skills and Qualifications

• Strong interpersonal and communication skills with the ability to engage professionally with guests and colleagues.
• Effective problem-solving abilities and confidence in handling guest concerns and operational challenges.
• Fluency in English is required.
• Additional language skills are an advantage.
• Ability to coordinate Front Office activities while maintaining attention to service quality and operational accuracy.
• Capability to guide colleagues, communicate priorities, and support teamwork across different shifts.
• Understanding of guest service procedures, reservations, billing processes, and Front Office operations.
• Ability to work with hotel systems and maintain accurate guest and operational records.

Why Join Accor

At Accor, hospitality is a work of heart. We believe that memorable guest experiences begin with colleagues who feel welcomed, supported, and encouraged to be themselves. As a Heartist, you will be part of an environment that values individual contributions, encourages learning, and supports professional growth. Accor offers opportunities to explore different hospitality roles and career paths across its hotels and brands. Colleagues can also benefit from sector‑specific benefits and recognition for their daily commitment, in accordance with applicable company programmes.

About Accor

Accor is a global hospitality group with more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations across 110 countries. Its diverse portfolio brings together distinctive hospitality experiences with a shared commitment to innovation and responsible business practices. The group promotes an inclusive workplace where people from different backgrounds can develop their talents, contribute to meaningful guest experiences, and pursue opportunities within the hospitality industry.