Front Office Supervisor

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Summary of Responsibilities:

Novotel Bur Dubai,

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Oversee 24-hour shift operations aspects of Front Desk and Guest Services and be acting Manager on duty (if necessary) on the floor, to ensure department policies, procedures, and service standards are adhered to
• Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
• Excellent knowledge of Fairmont standards in an effort to ensure the Guest Services team exceeds expectations
• Communicate through pre-shift briefings, emails, and departmental meetings all pertinent information for the respective shift and areas of operation. Review daily arrivals and identify special requirements with the Bell/Doorperson, and Housekeeping.
• Develop and maintain strong guest and owner relationships to ensure guest loyalty and adhere to program controls and compliance with Accor Live Limitless program.
• Identify and document all requests, expectations and biographical information for owner and guest profiles to facilitate creating personalized experiences and tracking in ACDC platform.
• Responsible for monitoring KIPSU, Royal Service, and Trust You platforms. Handle responding to guest and owner feedback surveys and reviews as needed.
• Responsible for emergency protocol and procedures as needed
• Adhere to all PCI Compliance measures for Front Office operations.
• Follow up on daily emails and update the Manager on Duty.
• Responsible for the smooth operation of the department in the absence of the Manager on Duty, and represent the department at meetings including pre-convention meetings
• Responsible for the appearance of the lobby and the front entrance both inside and outside the building to ensure a warm and welcoming arrival experience
• Coordinate staff schedule to ensure maximum productivity in favor of guest service while taking into account business volumes
• Ensure that rest periods and meal breaks are taken by our colleagues and is done in a timely manner in accordance with the Collective Agreement
• Be actively involved in training and developing the colleagues of the Front Office Department.
• Assist in preparing departmental reports 
• Assist the Guest Service Managers in performance appraisals and progressive corrective action interviews and follow up when necessary
• Responsible for ordering and tracking of Front office supplies based on supply and demand
• Adhere to all Health & Safety responsibilities as it pertains to hotel emergencies, fire alarms, accidents and use of logbooks
• Actively seek feedback from colleagues and guests, following-up and taking action to improve LQA, VOG, and CES results
• Effective interpretation and administration of the Collective Bargaining Agreement
• Participate in hotel committees
• Strict adherence to all Health & Safety training, guidelines and work practices previous, during and following an epidemic (whether local or global) that are established by Accor, local government, international bodies including the World Health Organization (WHO) and Center for disease control (CDC)
• Perform any other duties, tasks, and assignments within your department as required

• Minimum of 2 years' experience in a supervisory position, preferably in the hospitality industry
• Bachelor's degree or diploma in Hospitality Management is preferred
• Excellent verbal and written communication skills in English; additional languages are a plus
• Strong interpersonal and leadership skills with the ability to motivate and develop team members
• Proficiency in front office systems, such as Opera Cloud, and Microsoft Office suite
• Solid knowledge of front office procedures and hospitality best practices
• Exceptional organizational and time management skills
• Ability to work efficiently in a fast-paced, high-pressure environment
• Strong problem-solving skills and attention to detail
• Customer-focused mindset with a commitment to delivering exceptional guest experiences
• Flexibility to work various shifts, including weekends and holidays
• Demonstrated ability to make quick, sound decisions in challenging situations
• Familiarity with local culture and customs in Phnom Penh, Cambodia is a plus