Front Office Supervisor

About Accor

Accor is a global hospitality group comprising over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations. The group emphasizes responsible hospitality and provides opportunities for professional development and advancement within its network.

Role Summary

Accor is seeking a Front Office Supervisor for Novotel Makkah in Makkah, Saudi Arabia. This full-time role requires 2-5 years of experience. The supervisor will oversee and support the Front Office team, ensuring smooth daily operations and delivering a professional and consistent guest experience. Key responsibilities include coordinating front office activities, assisting the team, addressing guest concerns, and upholding Novotel service standards and hotel procedures.

Key Responsibilities

• Lead, supervise, coach, and support the Front Office team to maintain consistent service standards and adherence to hotel policies.
• Provide professional, friendly, and efficient service to all guests, ensuring 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 with Housekeeping, Engineering, Security, Reservations, and other departments to ensure seamless 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, communicating updates to 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 and Experience

• 2-5 years of experience in a similar front office or supervisory role within the hospitality industry.
• Demonstrated ability to lead and support a team.
• Strong customer service orientation with a focus on delivering professional guest experiences.
• Proficiency in Property Management Systems (PMS) and other relevant hotel software.
• Excellent communication and interpersonal skills.
• Ability to handle guest inquiries and complaints effectively.
• Strong organizational skills and attention to detail.

Work Environment

This is a full-time position based at Novotel Makkah in Makkah, Saudi Arabia. The role involves working within a dynamic hotel environment, collaborating with various departments to ensure seamless guest operations.

Application Process

Interested candidates are encouraged to apply for this Front Office Supervisor position.