Welcome Desk Talent Coach Supervisor

About the role

The Welcome Desk Talent Coach Supervisor supports the front‑desk team at W Hotels Dubai, ensuring smooth guest check‑ins, accurate payment processing and prompt resolution of guest issues. This role combines operational duties with coaching responsibilities to maintain high service standards.

Key responsibilities

• Assist staff with expediting problem payments and follow up on guest satisfaction.
• Process all guest check‑ins, confirm reservations, assign rooms and activate room keys.
• Handle all payment types (cash, credit, debit, checks) and set up accurate guest accounts.
• Anticipate sold‑out situations and arrange alternative accommodations when needed.
• Block rooms, record special requests and coordinate with Bellperson, Housekeeping and other departments to resolve guest calls.
• Track room readiness, review shift logs and maintain accurate daily documentation.
• Count cash at shift start/end, balance receipts and drop them according to accounting procedures.
• Support management in hiring, training, scheduling, evaluating and coaching front‑desk employees.
• Report accidents, complete safety training and uphold company policies and confidentiality.
• Provide professional telephone etiquette and maintain a clean, professional appearance.

Required profile

• High school diploma or equivalent.
• At least 1 year of experience in guest services or front‑desk operations.
• Strong customer‑service orientation and ability to handle guest issues calmly.
• Physical ability to stand, walk and lift objects up to 10 lb.
• Willingness to work flexible shifts in a fast‑paced hotel environment.

Required skills