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Team Leader, Contact Centre - Abu Dhabi
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Front Office Supervisor
Job summary
An established industry player seeks a dedicated Front Office Supervisor to ensure exceptional guest experiences at a luxury hotel. This role involves monitoring team performance, coordinating guest services, and maintaining high standards of service. Join a prestigious establishment renowned for its elegance and hospitality, where your contributions will enhance the guest experience and uphold the brand's legacy. If you are passionate about luxury service and thrive in a dynamic environment, this opportunity is perfect for you.
Qualifications
- Bachelor's degree required.
- At least one year experience in luxury hospitality.
Responsibilities
- Monitor team punctuality and grooming standards.
- Ensure desk coverage and coordinate guest services.
- Handle guest challenges and ensure service recovery.
Skills
Education
Start Your Journey With Us
From the very first opening of the St. Regis, New York, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury, St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition.
Crafted for modern connoisseurs who desire exceptional experiences, The St. Regis Abu Dhabi is the social epicenter for royalty, discerning travelers, and luminaries in the art of living. The hotel comprises 283 elegantly appointed guest rooms, including 55 suites, most of which boast breathtaking views of the Arabian Gulf and Abu Dhabi city, including the extraordinary Abu Dhabi Suite, the highest suspended suite in the world connecting the two Nation Towers.
The St. Regis is part of Marriott International, a brand leader offering the most powerful portfolio in the industry. Our more than 30 leading brands and nearly 9,100 properties in 142 countries and territories give people more ways to connect, experience, and expand their world. At the heart of The St. Regis, our exceptional staff, whom we address as Hosts, are the ultimate luxury ambassadors, dedicated to providing our guests with an exquisite stay and unforgettable experiences. Pursue your passion and grow your expertise at Abu Dhabi's best address, The St. Regis Abu Dhabi, the house of luxury, awarded the prestigious Forbes Travel Guide 5-Star Rating.
- Monitor punctuality of team members to their shifts and ensure they are well-groomed according to The St. Regis standards.
- Ensure the desk is covered at all times, allocating meal breaks sensibly.
- Attend and supervise proper handover between shifts.
- Monitor attendants in the lobby from Guest Relations and Guest Services.
- Communicate and coordinate proper arrangements with Concierge, Guest Relations, Guest Services, and Butlers for transportation and VIP guests.
- Coordinate with Housekeeping regarding VIP arrivals and special attention guests.
- Assist Guest Service Agents with Check-in and Check-out if needed.
- Monitor the reception operation and coordinate waiting guests.
- Handle guest challenges at check-in and check-out, taking necessary actions for service recovery according to hotel procedures to meet guest expectations.
- Ensure the arrival and farewell experience meet The St. Regis standards.
- Monitor the presence of doorman, bellman, and lobby hostess in the lobby.
- Assist Guest Relations with serving welcome drinks and face towels upon guest arrival.
- Coordinate with the Rooms Controller regarding day-to-day operations and proper handover.
- Check emails and communicate with the team about new promotions, special events, and updated policies.
- Follow up on guest requests and record them on Empower GXP.
- Ensure all GSA and GRA follow the daily checklist.
- Participate in evacuation drills and be familiar with the evacuation plan to manage the team accordingly.
- Attend Security monthly meetings and fire warden meetings.
- Follow the contingency plan when PMS is down, control the situation, print backups, and fill out proper checklists.
- Follow The St. Regis FOEs and implement them at the workplace.
- Implement new policies and operational procedures from superiors.
- Encourage the team and lead by example to reach department targets on Marriott Bonvoy, GuestVoice, and Upselling.
- Monitor lobby lighting, temperature, and music to ensure proper levels.
Ensure the lobby and operating areas belonging to the Front Office are neat and clean.
Education: Bachelor degree required.
Experience: At least one year experience in the luxury hospitality industry; more experience preferred.
#LIMA1
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunities. We foster an environment where the unique backgrounds of our associates are valued, and our greatest strength lies in the rich blend of culture, talent, and experiences. We are committed to nondiscrimination on any protected basis, including disability, veteran status, or other legally protected categories.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.
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