Team Leader, Front Office

2 weeks ago

Dubai, United Arab Emirates Kerzner International Resorts Full time

Team Leader, Front Office
(5477)

Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with a distinct ability to captivate the imagination, and bring to the forefront the essence of a place.
Authentic and captivating, Bab Al Shams Desert Resort is a truly magical destination, where expertly curated itineraries and bespoke entertainment are the beating heart of our legendary desert-based destination. Part of our unique Rare Finds collection, the essence of Bab Al Shams joins our guests together to discover the most soulful experiences and humbling journeys, set against Dubai’s endless dunes and rich culture.

**About The Role**

Supervises Front Office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

**Key Duties And Responsibilities**
- Builds relationship with guests to delight and gain loyalty.
- Meets and greets all guests on arrival and in-house guests.
- Ensures all interaction with guests is handled professionally and care adhering to hotel’s policies and procedures.
- Be well verse with the daily arrival and the type of guests arriving. Eg. Return guest, VIP etc
- Assists with registration and to get full details required from guests.
- Escorts VIPs, long staying guests, regular guests and other guests who need assistance to their rooms.
- Performs In-room check-in as appropriate.
- Ensures all amenities are in room prior to guest arrival.
- Takes ownership in solving guest problem and concern.
- Updates guests’ needs and request inside the guest profile.
- Assists guest to reconfirm or change flight and informs guests of the status.
- Assists guests with luggage upon check-in and checkout.
- Ensures guest is properly checkout from the system.
- Ensures that all accounting policies and procedures are followed at all times.
- Achieves customers’ expectations and performance targets of the department.
- Ensures all arrival guest profiles are updated correctly.
- Ensures all guest profiles are merged correctly to have detailed guest history recorded
- Ensures that all late departure rooms are physically checked and report given to the Duty Manager.
- Ensures that no show bookings are charged on the daily basis, and report submitted to the Duty Manager.
- Ensures all arrival rooms are assigned and rooms inspected prior to the guest arrival.
- Ensures that all late departure/early arrival fees are charged correctly.
- Carries out the credit check report (high balance) when assigned to do so by the Duty Manager.
- Performs all Guest Service Executive/Relation duties when required.
- Maintain an up to date knowledge of hotel and local services and supply information and respond to guest queries Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy
- To ensure that all Reception employees adhere to the department’s Standard Operating Procedures at all times
- To make sure that all Reception employees are aware of the departmental fire evacuation procedures and that regular departmental fire drills are carried out
- To work together with all other Front Office sections and hotel departments and to ensure that all Reception employees fully cooperate with staff from other sections and hotel departments at all times
- To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and to develop strategies to address potential service shortfalls
- To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel
- To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and to develop strategies to address potential service shortfalls
- To ensure that pre-shift and post-shift briefings are conducted with all Reception employees to make sure that all necessary information is communicated, all problems are followed up and that all employees are aware of current VIP guests, hotel promotions and room rates
- To ensure that guest profiles in the hotel’s property management system are updated correctly after check-in and that all profiles are maintained, cleaned and merged correctly and regularly
- To review tomorrow’s reservations, transportation requests and room allocations and to correct any mistakes before they affect a guest’s stay and also to ensure that all special requests are communicated to all Reception employees and to other departments as applicable & necessary
- To regularly check the service quality provided by the Reception employees by means of customer comments, feedback during departmental meetings, etc. and to actively promote all ongoing incentive programs & guest feedback s

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