Front Office Supervisor

InterContinental Hotels Group; Doha; On-site; QAR 78,000 - 123,000; Full time

Job summary

InterContinental Hotels Group in Doha seeks a supervisory-level professional with a track record in luxury hospitality to oversee guest service processes, respond to inquiries, and coordinate with departments for seamless operations.

You will train Front Office staff, handle VIP guests, and ensure timely delivery of amenities, while maintaining confidentiality and high service standards expected in a premium hotel environment.

Qualifications

• Experience in a 5-star hotel with supervisory responsibilities.
• Demonstrated ability to deliver high levels of customer service.
• Strong communication and interpersonal skills.
• Proficient in using front office software and IT tools.
• Calm, organized, and able to prioritize tasks and meet deadlines.

Responsibilities

• Oversee all guest-related service processes from pre-arrival to departure to ensure high satisfaction.
• Respond promptly to guest complaints with empathy and professionalism.
• Protect welfare and interests of guests and safeguard the property.
• Train Front Office colleagues on daily operations and guest interactions.
• Coordinate with other departments to ensure smooth hotel operations.
• Maintain professional communication between Front Office and Housekeeping, Maintenance, Security, and outlets.
• Attend to VIP guests and guests with special needs to ensure top service levels.
• Ensure special amenities and services are delivered on time and followed up.
• Respond to emergencies and input revenue/expense data into the front office system.

Skills

Communication

Customer service

Teamwork

IT proficiency

Time management

Tools

Front Office system

Job description

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality. We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way. With over 370,000 colleagues in nearly 100 countries sharing our values, there are countless opportunities at your fingertips. We’re growing; grow with us. Conveniently located in the heart of one of Doha's key business districts, close to major banks, Crowne Plaza and Holiday Inn Doha – The Business Park is just a 15-minute drive by car or complimentary shuttle from Doha's Hamad International Airport and near such attractions as Museum of Islamic Arts and Souk Waqif. Our 378 stylish guestrooms and suites at Crowne Plaza and 307 well-appointed guestrooms at Holiday Inn are all equipped with modern amenities designed for comfort and high-speed wireless internet access to stay connected.

Your day-to-day:

• Oversee all guest-related service processes from pre-arrival to welcome, during stay up to departure from the property; to ensure the highest possible standards of satisfaction are attained.
• Respond to any guest complaints and other related issues promptly with empathy and professionalism.
• Protect the welfare and interests of guests and ensure the safekeeping of the property.
• Train the Front Office colleagues on the day-to-day operations, guest interactions, etc
• Assist all departments when needed for the successful operation of the hotel.
• Ensure professional and effective lines of communication are maintained between the Front Office and all other operating departments, with particular emphasis on Housekeeping, Maintenance, Security, and outlets.
• Maintain professional business confidentiality and discretion in all dealings.
• Personally attend to VIP guests and guests with special needs to ensure the highest levels of customer satisfaction are attained at all times.
• Ensure special amenities and services are delivered on time and are personally followed up with the guests concerned.
• Respond to any fire alarms, potential emergencies, and requests for medical assistance by guests and/or staff.
• Input into the front office system revenue/expenses/allowances to generate the daily reports such as the Guest Ledger Summary and the Daily Restaurant

What We need from you:

• Previous experience in a 5-star hotel, at supervisory level
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Ability to work on your own and as part of a team
• Competent level of IT proficiency
• Calm, organized work ethic with the ability to prioritize and meet deadlines

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work-life – including a full uniform, impressive room discounts, and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow, and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our wellbeing