Luxury Front Office Supervisor | Lead Guest Services

Mandarin Oriental Hotel Group; Abu Dhabi; On-site; AED 108,000 - 144,000; Full time

Benefits offered by this job

MOstay programme providing complimenta

Health and wellness benefits

Retirement plans

Job summary

Emirates Palace Mandarin Oriental Abu Dhabi is seeking a Front Office Supervisor to lead the reception team and deliver exceptional service to guests in a luxury setting. Responsibilities include managing arrivals/departures, VIP/group room assignments, staff training, and maintaining high grooming and service standards.

The role requires strong leadership, excellent communication, and guest‑centric problem resolution.

Qualifications

• Previous experience as a Front Office Supervisor in a luxury property; resort experience an advantage.
• Excellent interpersonal and communication skills, problem‑solving ability, customer‑service orientation, and a professional attitude.
• Dynamic and energetic, with strong leadership capabilities.

Responsibilities

• Plan and supervise day‑to‑day reception operations related to guest arrivals and departures, including room sales, VIP and group/crew room assignments, and room registrations.
• Coordinate and monitor direct subordinates, ensuring staff adhere to grooming and service‑standard expectations.
• Provide training for new hires and conduct on‑the‑job training for existing team members.
• Motivate staff to achieve high performance and maintain professional customer service.
• Handle guest requests and complaints politely and efficiently; record all complaints, follow up when necessary, and provide guidance to relevant staff.
• Liaise with other departments to verify guest information (rate, room type, billing, special requests) and ensure all requirements are met.
• Stay informed about hotel products, services, and travel information that may interest guests.
• Supervise cashier work of subordinates and update the loyalty program as required.
• Prepare hand‑over reports at shift change, including guest complaints, unusual situations, or incidents needing follow‑up.
• Perform administrative duties such as briefing, producing, reviewing, and writing reports.

Skills

Interpersonal skills

Communication

Leadership

Job description

Emirates Palace Mandarin Oriental Abu Dhabi is seeking a Front Office Supervisor to lead the reception team and deliver exceptional service to guests in a luxury setting. Responsibilities include managing arrivals/departures, VIP/group room assignments, staff training, and maintaining high grooming and service standards.

The role requires strong leadership, excellent communication, and guest‑centric problem resolution.