Front Desk Manager

2 weeks ago


Dubai, Dubai, United Arab Emirates Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location Sheraton Grand Hotel Dubai, 3 Sheikh Zayed Road, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Additional Information:
This hotel is owned and operated by an independent franchisee, SRG Holding Limited. The franchisee is a separate company and a separate employer from Marriott International, Inc.

The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.

If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.


POSITION PURPOSE
To ensure that FO and concierge associates are all on brand, in control and perform their duties as per

Sheraton Brand Standards and to build a Service Culture based on Sheraton and Marriott Core Values, Brand Differentiators.

  • Ensure the effective and professional running of the day to day various FO and concierge departments operations while keeping a strong communication channel to ensure the smooth flow of information.
  • Develop and lead revenue generating/cost effective initiatives to contribute directly to the hotel profitability.

ESSENTIAL FUNCTIONS

  • Understand individual front office and Concierge department's operational scope and ensure that each supervisor/manager is well equipped to run his/her department smoothly.
  • Ensure hiring the right associates that fulfil and deliver our service promise.
  • Ensure that services provided by Front Office and concierge team members are in harmony with our Sheraton/Marriott core values and delivering on brand arrival and departure experiences throughout every guest stay.
  • Lead with the Director of Operations a GSS weekly and monthly analysis to identify factors for delights factors and dissatisfaction factors and prepare action plan for improvement.
  • Ensure with the Director of Operations that guests feedback through all channels are attended to, actioned and answered, GXP profiles must be updated with all guests' feedback.
  • Ensure with Director of Operations that guests are contacted prior, during and post their stays by our Lobby Ambassadors and CLB manager/supervisor.
  • Develop with all concerned and implement a cost effective and personalized based VIP amenities program.
  • Lead with the Director of Operations the GXP/GPS community in the hotel.
  • Ensure the full compliance and implementation of the WELCOME upon Check in and FAREWELL upon check out.


Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the LRA inspection Ensure that the following goals are achieved daily, MTD and YTD:1.

100% daily usage of the Master Arrival Report to deliver GPS initiative successfully to our guests.

  • Exceed BONVOY Enrolments goal.
  • Support thoroughly the GXP and all other FO selling activities and achieve the daily, monthly and
yearly set goal.

  • Support thoroughly to achieve the COFC daily, monthly and yearly goal.
  • Support thoroughly to achieve the MAGC daily, monthly and yearly goals.
  • Achieve the Budgeted/Forecasted Valet and Limo revenues are achieved.
  • Use GXP to update guests profiles with requests, defects, preferences and any other
- comments/information acquired during stay

  • Develop and facilitate smooth and clear ways of communication between Front Office, F&B, HK and Engineering.
  • Develop and facilitate an easy way to enhance product and service knowledge among associates.
  • Ensure the high balance is in control.
  • Ensure compliance with PCI policies.
  • Ensure GSA appraisal and LPP are made on a timely manner.
  • Meet VIPs on arrival and departure and ensure satisfaction with check in and checkout processes.
  • Participate as a member of the Hotels Fire and Emergency Team as required; while enforcing the safety and security tips of the Front Desk Team.
Pass the Clifton Audit points related to FO which are:

  • Prepare the FO and concierge related risk assessments (Cash handling, parking traffic flow, Hotel
vehicles, guests transportation, 3rd party valet and Safe Deposit Boxes)

  • Emergency equipment available in Store and Floors (Wheelchair, evacuation chair, AED, stretcher.)
  • Issuing rooms keys to non-authorized persons.
  • Ensure with no failure that checking in and out guests are registered in the Government CID reporting system including scanning their passports.
  • Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
  • Identify training needs, plan for short and long term development program and train associates accordingly.
  • Build positive, effective and on brand relationships with internal and external custome

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