Responsibilities of a Front Desk Supervisor

A Front Desk Supervisor oversees front desk operations, ensuring smooth service, maintaining standards, and supporting both guests/customers and the team. Key duties often include:

• Supervising front desk/reception staff: assigning shifts, coaching, monitoring performance.

• Ensuring excellent customer/guest service: greeting visitors, solving issues, handling complaints.

• Overseeing check-in/check-out processes (in hotels, serviced apartments, etc.).

• Managing front desk operations, including reservations, room allocation (hospitality), guest services protocols.

• Maintaining front desk systems: property management systems (PMS) in hotels (e.g., Opera, Fidelio), or in office settings, relevant CRM or reception software.

• Handling escalations: resolving conflicts, dealing with special requests, ensuring guest satisfaction.

• Coordinating with other departments: housekeeping, maintenance, security, etc., to ensure guests’ requirements are met.

• Managing administrative tasks: reports, inventories (stationery, front desk supplies), cash/float, logbooks of incidents.

• Training and onboarding new receptionists or front desk attendants.

• Ensuring compliance with company policies, safety/security protocols, and, in hospitality, health & hygiene standards.

Experience & Qualifications

Here’s what employers in Dubai typically expect from a Front Desk Supervisor: