Front Office Supervisor (UAE National)- The WB Abu Dhabi, Curio Collection by Hilton

Hilton Worldwide, Inc.; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hospitality company in Abu Dhabi is seeking a Front Office Supervisor (UAE National) to oversee guest relations, enhance guest satisfaction, and ensure high standards of service. Responsibilities include managing guest interactions, maintaining feedback records, and fostering a positive team atmosphere. Ideal candidates possess strong organizational and communication skills and a passion for hospitality.

Qualifications

• Ability to build good rapport with team members and management.
• Excellent organizational skills and a hospitality mindset.
• Ability to communicate well in English, both written and verbal.
• Ability to generate creative ideas for guest activities/events.
• Ability to balance a fast-paced workload and prioritize tasks.

Responsibilities

• Oversee Guest Relations Agents and enhance guest satisfaction.
• Deliver high standards of service and anticipate guest needs.
• Maintain records of customer feedback and address complaints.
• Conduct regular meetings and briefings with team members.

Skills

Organizational skills

Hospitality mindset

Creative event generation

Effective communication

Job description

Overview

Front Office Supervisor (UAE National) – The WB Abu Dhabi, Curio Collection by Hilton (HOT0BXJ1)

Location: THE WB Abu Dhabi, Curio Collection by Hilton Yas Leisure Drive, Yas Island Abu Dhabi

The Guest Relations Supervisor will oversee the team of Guest Relations Agents, develop and implement strategies to enhance guest satisfaction, analyze feedback, and collaborate with other departments. Responsible for delivering high standards of service, proactively anticipating guest needs, and acting as the main point of contact for guests throughout their stay to exceed expectations.

In line with localization regulations across the private sector in the United Arab Emirates, The WB Abu Dhabi, Curio Collection by Hilton is committed to meeting UAE National hires numbers as guided by MOHRE and the DCT Abu Dhabi.

ESSENTIAL FUNCTIONS

• Create a dynamic, warm, welcoming atmosphere in the hotel.
• Focus on creating a story around the “WB Hotel” to enhance guest experiences.
• Engage with guests with excellent communication skills and appropriate guidelines.
• Interact with guests and children in a friendly manner without intruding on privacy or overstepping boundaries.
• Assist with promotional events within the hotel.
• Assist guests with information related to hotel areas and facilities.
• Communicate guests’ feedback on entertainment activities and other enquiries to the Head of Department.
• Maintain records of customer feedback and actions taken to address complaints and negative ratings to the Manager on Duty.
• Assist guests efficiently throughout their stay with any requirements.
• Adhere to the Company’s Guiding Vision and Mission.
• Anticipate guest needs and plan experiences based on profiles and preferences.
• Perform assigned tasks and ensure timely implementation and attainment of objectives.
• Represent the hotel management team positively and embody Hilton Worldwide values.
• Articulate Hilton philosophy and WB Hotel brand guidelines and policy.
• Know in depth the hotel features, WB manuals and standards.
• Ensure guest needs and expectations are met with efficient, professional service.
• Liaise with Engineering to ensure prompt and efficient repairs.
• Foster a positive atmosphere within the team to enhance experiences.
• Conduct regular meetings and briefings to keep employees informed of policies, events, improvement plans and guest comments.
• Organize entertainments in the hotel lobby, restaurants and outdoor areas (e.g., Bingo, Karaoke, Quiz, group interactions).
• Perform daytime indoor/outdoor activities in accordance with the schedule.
• Maintain costumes or props and serve as a great public relations representative.
• Escort guests to their rooms on arrival, explaining features and facilities.
• Perform related duties and special projects as requested by Front Office leadership and Supervisors.

SUPPORTIVE FUNCTIONS

In addition to essential functions, the following may be required, with time allocation determined by the supervisor:

• Ensure employees provide friendly, courteous, and professional service at all times.
• Assist in building an efficient team, focusing on welfare, safety, training and development.
• Ensure punctual attendance, grooming standards, uniform and nametag compliance.
• Support FO operations to achieve high engagement on social platforms.
• Enhance the arrival experience with creative engagement.
• Conduct training courses for new team members and regular refresher courses.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to perform essential functions with or without reasonable accommodation:

• Ability to build good rapport with all levels including team members and management.
• Excellent organizational skills and a hospitality mindset.
• Ability to communicate well in English, including written and verbal communication.
• Ability to generate creative ideas for guest activities/events and improve processes.
• Ability to balance a fast-paced, changing workload; highly organized (prioritizing, delegating and following up).
• Resilience to setbacks and demanding schedules.
• Ability to deliver and facilitate presentations and orientations to guests.

Job Area: Guest Services, Operations, and Front Office