Assistant Front Office Manager

2 weeks ago

Dubai, United Arab Emirates Landmark Hotels and Suites Full time

SCOPE AND GENERAL PURPOSE

Manage all front desk operations and ensure that all front desk associates adhere to policies, procedures, regulations and standards presented by hotel management. Ensuring that front desk operation runs smoothly in a professional manner at all times. Perform all front desk related responsibilities and duties when assigned or required. Perform duty manager related responsibilities and duties when assigned or required. Ensure all front desk agents have a clear expectations set to prioritize their responsibilities.

MAIN DUTIES
- To be familiar with Hotel services, operational hours and ongoing promotions.
- Have a thorough knowledge of Landmark Hotels & Suites products and services.
- To be fully aware of the Landmark Hotels & Suites Brand standard compliance requirements for all front office sections.
- Maintain good working relationship with all hotel departments.
- Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
- Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes.
- Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
- Demonstrate and promote quality awareness amongst front office team. Seek ways to improve and maintain guest satisfaction scores for all front desk associates.
- Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.
- To ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
- To be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.
- Have thorough knowledge of operational requirements for the front desk area.
- Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA/WIN HMS and communicated to other departments.
- Have a thorough knowledge of OPERA, WIN HMS, RATEGAIN and other front office related operational software.
- To be familiar with all S.O.P.s and L.S.O.P.s relating to the front office operations
- To Support and practice Empowerment within front office
- Ensure that each associate has a development plan and trained accordingly
- To be able to work various shifts around the business needs to assist all front office sections.
- Identify and resolve guests problems efficiently and resolve to the guest satisfaction
- To have a thorough knowledge of all Emergency Procedures
- Supervise guest registration and all relevant registration details required by the UAE law.
- Assuring that all front desk associates are continually updated with hotel rates, packages and discounts
- To be security conscious at all times and inform Manager on Duty of anything suspicious.
- Identify guest service shortages and recommend improvements accordingly.
- Ensure all front desk associates have a clear guidelines and direction to perform their daily duties
- Report to work on time with proper uniform, including name tag. Personal appearance and other grooming standards must comply with the standard of the hotel.
- Develop knowledge about frequent guests and their special requests and needs. Ensure the information is updated and maintained in guest profiles accordingly.
- Utilizing all available resources, follow up on previous shift requests and pending issues.
- Each associate is expected to carry out, within their capabilities, all reasonable requests by management
- To be flexible according to the business need
- Have an excellent approach to customer service
- Have strong organizational skills; always practice “Clean as you go”
- At all times strive to represent Landmark Hotels & Suites in the most professional, courteous manner.
- To be able to perform any additional scope of duties if requested by the Management.
- Assumes responsibility of Duty Manager when scheduled to do so.
- To attend the mandatory External and Internal training and following the company training policy.

**Job Types**: Full-time, Permanent

**Salary**: AED2,500.00 - AED3,000.00 per month

**Experience**:

- Assistant FOM: 2 years (required)

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