Front Office Supervisor

Found in the city's iconic Dubai Marina, The First Collection Marina features 493 stylish rooms and suites, many boasting breathtaking maritime views, while its top-notch facilities and amenities include a rooftop pool, in-house spa, and a 24-hour gym. The hotel offers signature dining experiences, stellar service, and modern amenities. Our hotel is steps away from Dubai Marina’s waterfront promenade and The Walk at JBR, while neighbouring attractions can be quickly accessed with our shuttle service. Additionally, guests get exclusive access to Soluna Restaurants and Beach Club, on the Palm Jumeirah.

The First Collection Marina is part of The First Collection portfolio, an award-winning brand embodying authentic, value-driven experiences, emphasising comfort and ease in each bespoke accommodation. Our hotels, each teeming with their own character, transcend conventional stays, offering immersive experiences designed for genuine connections.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with The First Collection Marina.

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job Summary:

The primary responsibility of this role is to align to the Front Office Department policies and procedures to deliver exceptional service behaviour and create the right environment which our colleagues can experience that will help them to be responsive, respectful, deliver great guest experience and build customer service culture.

Front Desk Supervisor is responsible for greetings, checking guests in and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Front Desk Supervisor is responsible for the supervision of the Front Office team and will also assist the Duty Managers in daily front office operations. As the company representative, you will make guests feel amazing, create warmth and strike up conversation.

KEY RESPONSIBILITIES

• Ensure company brand standards, policies and procedures are always adhered to.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Provide customers a positive first and last impression and maintain it at all times.
• Perform and delegate various tasks that are essential to daily operations of a hotel's front desk. These tasks include making or confirming reservations, verifying and collecting payments, controlling guest access to safe deposit boxes, and contacting housekeeping or maintenance when guests report a problem.
• Provide the team with necessary training and support.
• Bookkeeping duties, such as balancing accounts (credit limit).
• Must be friendly and outgoing, and possess excellent communication and problem-solving skills.
• Always ensure outstanding customer care.
• Respond to telephone and inquiries regarding reservations, hotel information and guest concerns.
• Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Adhere to company credit limit policies.
• Allocate rooms to expected arrivals after checking the guest preferences and special requests.
• Build strong relationships and liaise with all other department’s especially housekeeping, reservation etc.
• Cross check all billing instructions are correctly updated.
• Ensure Front Office log book / checklist is always updated and actioned upon.
• Ensure safety by following guest check in and security procedures and reporting suspicious activity to security and duty managers.
• Assist all departments in servicing the guests during high volume periods.
• Take responsibility in the absence of the Duty Manager/Front Office Manager.

• At least 2 years’ experience as Front Office Supervisor in 4/5* property with 300+ inventory
• Front Office computer literacy (e.g., OPERA, VICAS etc.)
• Excellent communications skills with Proficiency in speaking and writing Business English
• Required language(s): fluent English, with preferred fluent French, Arabic, or Russian
• Team player with excellent planning and organizing skills
• Able to work flexible working hours with rotating shifts
• Pleasant personality with good problem-solving skills