Front Office Supervisor: Guest Experience Leader

Hilton; Sharjah; On-site; AED 50,000 - 80,000; Full time

Job summary

Hilton in Sharjah is seeking a Front Office Supervisor to oversee daily front office operations and deliver the warm hospitality Hilton is known for. You’ll lead a frontline team, ensure smooth check-ins and check-outs, and set the tone for a memorable guest experience.

Responsibilities include coaching staff, coordinating with Housekeeping and Reservations, resolving guest inquiries, maintaining accurate guest accounts and billing, and ensuring service standards are consistently met across all

Qualifications

• Minimum 2–3 years of Front Office experience in a hotel environment, preferably with supervisory experience.
• Strong knowledge of Front Office operations, guest services, and hotel systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong leadership and team management abilities, with a passion for developing team members.
• Guest-focused with a commitment to delivering exceptional hospitality and Hilton service standards.
• Good organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in English; additional languages are an advantage.
• Knowledge of Opera or other hotel Property Management Systems is preferred.

Responsibilities

• Supervise front office team: Lead team members in performing all front office procedures, ensuring smooth check-ins, check-outs, and guest service delivery
• Lead day-to-day team operations: Create team schedules, assign tasks, lead pre-shift meetings, and provide training, guidance, and in-the-moment feedback
• Lead guest issue resolution: Respond to guest inquiries and concerns directly while supporting team members in handling complex or escalated issues
• Manage lobby flow: Monitor guest traffic in the lobby and adjust team coverage in real time to maintain service efficiency
• Manage special projects: Lead department initiatives or ad-hoc assignments
• Supervise and support the daily operations of the Front Office, ensuring smooth and efficient guest service in line with Hilton standards.
• Lead, coach, and motivate Front Office team members to deliver exceptional hospitality and a consistent guest experience.
• Monitor guest satisfaction and promptly address guest requests, concerns, and feedback to ensure a positive resolution.
• Support the Front Office Manager in achieving departmental goals, service standards, and operational targets.
• Ensure accurate handling of guest accounts, cash, credit transactions, and other Front Office procedures in accordance with hotel policies.
• Monitor room availability, room status, arrivals, departures, VIPs, and special requests to ensure effective daily operations.
• Coordinate closely with Housekeeping, Reservations, Engineering, and other departments to ensure seamless guest service.
• Conduct regular briefings and ensure the team is kept informed of hotel activities, guest requirements, and operational updates.
• Assist with training, coaching, and performance development of Front Office team members.
• Ensure compliance with Hilton brand standards, hotel policies, health and safety requirements, and security procedures.
• Identify opportunities to improve service delivery, operational efficiency, and guest satisfaction.
• Support the handling of VIP guests, groups, and special events, ensuring personalized service and attention to detail.
• Prepare and maintain accurate departmental records and reports as required.
• Demonstrate Hilton values and lead by example in delivering a culture of hospitality, teamwork, and service excellence.

Skills

Front Office leadership

Guest services

Communication

Team management

Problem solving

Hotel systems

Tools

Opera

Job description

Hilton in Sharjah is seeking a Front Office Supervisor to oversee daily front office operations and deliver the warm hospitality Hilton is known for. You’ll lead a frontline team, ensure smooth check-ins and check-outs, and set the tone for a memorable guest experience.

Responsibilities include coaching staff, coordinating with Housekeeping and Reservations, resolving guest inquiries, maintaining accurate guest accounts and billing, and ensuring service standards are consistently met across all