Front Desk Supervisor

Job Description: He/She will supervise the daily operations of the reception, guide and support the Front Desk Agents, ensure a welcome and service in accordance with Sofitel standards, and assist the Front Desk Manager in setting up the Front Office service as part of the pre-opening.

Main Missions:

• Participate in the recruitment and training of Front Desk Agents.
• Contribute to the writing and testing of Front desk SOPs (check-in/check-out, invoicing, complaints management).
• Prepare training materials and welcome scripts that conform to Sofitel and La Maison standards.
• Contribute to simulations of opening scenarios (mock check-in/check-out/Complaints management).
• Supervise and coordinate the work of Front Desk Agents on your shift.
• Ensure the allocation of tasks and the monitoring of the proper application of procedures.
• Managing complex customer situations (complaints, billing disputes, VIPs).
• Control the cash register, cash receipts and compliance with financial procedures.
• Liaise with Housekeeping to monitor room conditions.
• To replace the Front Desk Manager in their absence.
• Contribute to the ongoing training and integration of new agents.
• Ensure the application and respect of service standards and the loyalty program.

Desired Candidate Profile

Desired Profile:

• A degree in hospitality, tourism or hotel management or equivalent is highly desirable.
• Proven experience (minimum 2-3 years) in reception, ideally in a luxury hotel; prior supervisory experience appreciated.
• Pre-opening hotel experience appreciated.
• Fluency in French and Arabic; fluent English essential.
• Proficiency in the OPERA PMS.
• Natural leadership, organizational skills, stress management.
• Excellent customer relations, impeccable presentation.