Front Office Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates Golden Tulip Media Hotel Full time

General Duties and Responsibilities

OPERATIONAL

Management/Planning

  • Familiar with Front Office Standards and Procedures
  • Support all Front Office Areas and Supervisors.
  • Report to management on deficiencies and irregularities noted in the operation
  • Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.
  • Maintain good knowledge of all corporate programs
  • Be familiar with Hotel standards and is guided in daily work by these. Monitors staff performance continuously in this respect
  • Be open to new ideas and system which could benefit the department and hotel
  • Represent Management in all guest related issues in the best possible ways of importance and guest comments in shift logbook for Management
  • Responds immediately on medical requests and emergencies
  • Assist in investigating and resolving written guest complaints
  • Assist other departments in resolving problems when Department head concerned is not available
  • Supervise work operations of the department
  • Seek opportunities to continually improve guest service
  • Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
  • Ensure a high level of cleaning is maintained in work area
  • Ensure all reporting and servicing deadlines are met on a timely basis
  • Lead by example. A hands "ON" Management style is required

Guest Services/Sales

  • Assist in handling claimed reservations and turn-away according to hotel policies and procedures
  • Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from other Management if needed
  • Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments
  • Meet VIPs, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory
  • Assist Reception when required, help guest check in, check out, etc
  • Deliver high quality service to guests
  • Ensure guest needs and reasonable requests are met
  • Take appropriate action to resolve guest complaints
  • Sell the hotel products and services using up-selling and suggestive selling techniques
  • Be trained and able to fill in other Sections of the Front Office with Business requirements deemed necessary.
  • Support and assist in Guest History and Guests Preferences to ensure accurate and pertinent information to achieve consistent deliver of Guest Relations throughout the hotel.

Communications

  • Preferably fluent in English language. Arabic and French is a plus.
  • Maintain good working relations with all departments.
  • Work closely with Housekeeping and Guest Relations for all requirements.
  • Maintain effective guest relations, builds rapport and offer personalized service and assistance
  • Always cooperate with other section and/or Departments to work together on Guest relations. Delivery to be consistent for every Guests question or requests.
  • Have good information on competitor's information and keep good contact with counterparts in those hotels for information and assistance when required.
  • Liaise with Housekeeping Department to ensure room product is maintained and room is ready for arrival of Guests.
  • Communicate to all associates on a day-to-day, hour to hour basis to ensure consistent good service to Guests

Financial Management/Purchasing Controls

  • Assist in resolving accounting matters, disputes, missing back-ups etc
  • Order and Inventory all supplies for the Reception Desk in according to the Policy and Procedures of the Hotel.
  • Maintain a strict but flexible cash handling procedure at the Reception desk to balance appropriate Guest Service and eliminate cash loss and debt.

Safety & Security

  • Be knowledgeable of the hotel's emergency procedures in regard to fire, bomb threat, evacuation, etc. as part of the Emergency Response Team
  • Adhere to the hotel's and emergency policies and procedures
  • Be familiar with property safety, current first aid and fire emergency procedures
  • Be aware of Guests and Employee Safety and Security at all times by correcting situations when necessary and/or report it to proper employees for immediate action.

Adhere to the hotel's policy on use of Safety Deposit Boxes located at Reception.

Human Resources

  • Assist in departmental training and assessments
  • Resolve disputes
  • Discipline staff when necessary
  • Assist with the preparation of staff rosters
  • Provide ongoing advice and support to staff under your supervision
  • Supervise staff performance
  • Abide by the hotel's Policies and Procedures, the hotel's Employee Handbook.
  • Grooming Standards to be re-enforced on a daily basis.

Key Skills and Requirements:

  • Fluency in both spoken and written English is essential.
  • Proficiency in French and Arabic language is highly advantageous.
  • Bachelor's degree in hospitality management, Business Administration, or a related field
  • Minimum of 5 years of Front Office management experience
  • Proven track record of successfully managing large teams, and delivering exceptional guest experiences
  • Strong leadership, communication, and interpersonal skills, with the ability to motivate and manage a diverse team
  • Be innovative, financially savvy, Connect emotionally with guest and colleague
  • Excellent verbal and written communication skills, people management Skills
  • Proficient in Microsoft Office and Opera software
  • Must be available in the UAE

Job Type: Full-time

Experience:

  • Front Office Management: 5 years (Required)

Language:

  • French and Arabic (Required)

Application Deadline: 23/06/2024
Expected Start Date: 01/07/2024


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