Front Office Supervisor | Waldorf Astoria Dubai Palm Jumeirah

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

Job summary

A leading luxury hotel brand in Dubai is seeking an experienced Front Office Supervisor to ensure high-quality guest service. The ideal candidate will have supervisory experience in a hotel environment and leverage strong leadership skills to coach and inspire the team. Responsibilities include overseeing front desk operations, resolving guest complaints, and maximizing revenue through upselling. Candidates should possess excellent communication skills and a passion for delivering exceptional service.

Qualifications

• Minimum 2–3 years of experience in supervisory roles within hotels or retail.
• Strong leadership to inspire the Front Office team.
• Solid understanding of check-in/check-out procedures and guest satisfaction.
• Excellent interpersonal skills for teamwork and resolving issues.
• Flexibility to work various shifts based on business needs.

Responsibilities

• Assign tasks and monitor performance of the Front Desk Team.
• Resolve customer complaints and conduct research for resolutions.
• Conduct daily briefing meetings and provide necessary information.
• Train new staff and ensure consistent guest service delivery.
• Maximize revenue through upselling and promoting hotel amenities.

Skills

Supervisory experience in guest-facing roles

Leadership and coaching

Sales capabilities and upselling techniques

Understanding of front office operations

Organizational skills

Interpersonal and communication skills

Problem-solving abilities

Experience with property management systems

Detail-oriented service delivery

Multitasking in high-volume environments

Education

Formal training in Hospitality Management

Tools

OPERA Property Management System

Job description

Job Description - Front Office Supervisor | Waldorf Astoria Dubai Palm Jumeirah

Job Number: HOT0C21Z

Work Location

Waldorf Astoria The Palm, Palm Jumeirah Road, Crescent East, Dubai, AA01

A Front Office Supervisor with Waldorf Astoria Dubai is responsible for ensuring consistent quality of customer service is provided to all guests in accordance with Waldorf Astoria Standards. Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests as required. Promotes hotel services, amenities and upsells products to the guests. Taking account of the established service standard and Management guidelines.

What will I be doing

• Assign and instruct Front Desk Team in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
• Supervise front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Front Desk Team and other departments with any questions or requests.
• Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Waldorf Standards.
• Monitor performance of staff with performance evaluations and discipline issues.
• Make recommendations for training related issues when inconsistencies develop at the Front Desk operations.
• Maximize room occupancy and overview up-selling techniques to promote hotel amenities, upgrades, and special services to enhance the guest experience and increase revenue.
• Perform other duties assigned by the Front Office Manager or Assistant Front Office Manager.
• Complete daily checklists of duties for opening and closing operations to assure that appropriate reports are filed and use analysis and judgment skills when preparing room discrepancy report.
• Conduct weekly training for new Team Members.
• Pre-allocate all VIP’s and Hilton Honors Reservations so rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
• Transmit daily Hilton Honors.
• In the absence of Rooms Controller to prepare daily forecast of expected arrivals and departures using analysis and judgment skills.

What are we looking for

• Minimum 2–3 years of supervisory experience within guest-facing roles in the hotel, leisure, and/or retail sectors.
• Proven ability to lead, coach, and inspire a Front Office team to consistently deliver impeccable and anticipatory guest service.
• Strong commercial and business acumen with a clear demonstration of sales capabilities and upselling techniques.
• Solid understanding of front office operations including check-in/check-out procedures, billing, room allocation, and guest satisfaction management.
• Calm, organized work ethic with the ability to prioritize effectively, work under pressure, and meet tight deadlines.
• Excellent supervisory, interpersonal, and communication skills to foster teamwork, resolve issues diplomatically, and engage with guests and colleagues alike.
• Exceptional problem-solving and decision-making skills, with the ability to handle sensitive situations with empathy and discretion.
• Proficient in hotel property management systems (e.g., OPERA) and comfortable with technology-driven front office operations.
• A passion for delivering exceptional levels of guest service, with an eye for detail and a dedication to maintaining the highest standards of hospitality.
• Strong organizational and multitasking abilities, particularly in high-volume or fast-paced luxury environments.
• Formal training or certifications in Hospitality Management or a related field are an advantage.
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays as business demands.