Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
Role Summary
We are looking for a dynamic and customer-focused Front Office Supervisor to join our team at Novotel Makkah. In this role, you will supervise and support the Front Office team while ensuring smooth daily operations and delivering a welcoming, professional, and consistent guest experience.
You will play a key role in coordinating front office activities, supporting the team, handling guest concerns, and maintaining Novotel service standards and hotel procedures.
Key Responsibilities
- Lead, supervise, coach, and support the Front Office team to ensure consistent service standards and compliance with hotel policies.
- Deliver professional, friendly, and efficient service to all guests, creating a positive and welcoming experience.
- Monitor daily Front Office operations, including check-in, check-out, room assignments, guest requests, and cashiering procedures.
- Assign daily tasks and manage team workflow to ensure operational efficiency and guest satisfaction.
- Coordinate closely with Housekeeping, Engineering, Security, Reservations, and other departments to ensure smooth guest operations.
- Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution and effective follow-up.
- Coordinate guest arrivals, departures, VIPs, groups, and special requests with attention to detail.
- Ensure accurate guest information, records, and documentation are maintained in the Property Management System (PMS).
- Monitor room availability, room status, and operational issues and communicate updates to the relevant departments.
- Support the team in resolving operational challenges and make appropriate decisions to maintain service quality.
- Monitor Front Office performance and provide regular coaching, guidance, and constructive feedback to team members.
- Ensure compliance with hotel policies, service standards, safety procedures, and applicable operational requirements.
- Conduct regular shift briefings and actively participate in departmental meetings and continuous improvement initiatives.
- Support the Duty Manager and assume managerial responsibilities when assigned.
- Assist guests with information regarding hotel facilities, services, transportation, and local attractions.
- Maintain a professional, collaborative, and supportive working environment within the Front Office team.
- Monitor guest feedback and assist in implementing actions to improve guest satisfaction and service quality.
- Perform any other duties and responsibilities assigned by management to support the hotel's operational objectives.
Qualifications
Qualifications & Requirements
- Diploma or Bachelor’s degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
- Minimum 2–3 years of experience in Front Office operations, with at least 1 year in a supervisory or team leader position.
- Previous experience in a hotel environment is required; experience with an international hotel brand is preferred.
- Strong knowledge of Front Office operations, including check-in, check-out, room assignment, guest services, and cashiering procedures.
- Proficiency in Opera PMS or other hotel Property Management Systems.
- Excellent communication skills in English and Arabic, both written and verbal.
- Knowledge of additional languages is preferred.
- Strong leadership, team management, and coaching skills.
- Excellent customer service, problem-solving, and complaint-handling abilities.
- Ability to work effectively under pressure and manage multiple operational priorities.
- Strong organizational skills and attention to detail.
- Willingness to work flexible shifts, including night shifts, weekends, and public holidays.
- Good knowledge of hotel standards, policies, and safety procedures.
