Job Description/Specification:
The Ritz-Carlton Doha is seeking an experienced Front Office Supervisor to support daily Rooms & Guest Services Operations and deliver exceptional guest experiences. The role combines front desk operations, guest relations, cashiering, team support, and supervisory responsibilities while ensuring compliance with Marriott and Ritz-Carlton service standards.
About the Role
The Front Office Supervisor will oversee key guest arrival and departure processes, including check-in, room assignment, payment verification, billing, guest requests, and account management. The position also supports management in coaching and developing employees while serving as a role model for professional service and the company's guest-focused culture.
Key Responsibilities
- Process guest check-ins, room assignments, payments, billing, and room key issuance accurately.
- Verify guest identity, payment methods, rates, market codes, and account information.
- Manage guest requests and coordinate with relevant departments to ensure timely resolution.
- Provide guests with property information, directions, and professional assistance throughout their stay.
- Process payments, vouchers, paid-outs, and other financial transactions while following accounting procedures.
- Complete cashier balancing, closing reports, daily logs, and operational reports.
- Maintain accurate Marriott Rewards information and guest records.
- Handle manual payment authorizations and ensure proper cash and receipt controls.
- Report security or guest theft concerns to Loss Prevention/Security.
- Assist management with training, coaching, evaluation, motivation, and employee development.
- Support a positive team environment and address employee concerns professionally.
- Ensure compliance with company policies, safety procedures, quality standards, and service expectations.
- Maintain professional appearance, confidentiality, and protection of company assets.
- Welcome guests warmly, anticipate their needs, and deliver personalized service.
- Operate computers and POS systems to enter, retrieve, and process information.
Minimum Requirements
- High school diploma or GED equivalent.
- Minimum 1 year of relevant hospitality or front office experience.
- Minimum 1 year of supervisory experience.
- Strong knowledge of Front Office, Guest Services, Cashiering, Hotel Operations, and Guest Relations.
- Excellent communication and interpersonal skills.
- Professional appearance and strong customer service orientation.
- Ability to handle payments, billing, guest accounts, and confidential information accurately.
- Ability to work effectively in a fast-paced luxury hospitality environment.
- Flexibility to stand, walk, and work extended shifts when required.
Key Skills
Front Office Operations | Guest Relations | Check-In & Check-Out | Cashiering | Billing & Payments | Guest Services | Hotel Operations | Team Supervision | Employee Coaching | Marriott Standards | POS Systems | Customer Service | Problem Solving | Communication