Assistant Front Desk Manager
4 weeks ago
**General Information**:
- Country/Region- United Arab Emirates- Province/City- Abu Dhabi- Location- Rosewood Abu Dhabi- Department- Rooms - Front Office- Job Type- Full-time Permanent- OVERVIEW/BASIC FUNCTION:
- Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective associates.- RESPONSIBILITIES:
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
- a. All hotel features/services, hours of operation.- b. All room types, numbers, layout, appointments and location.- c. All room rates, special packages and promotions.- d. Daily house counts and expected arrivals/departures/ VIP’s.- e. Room availability status for any given day.- f. Scheduled in-house group activities, locations and times.- g. All hotel and departmental policies and procedures.- Access all functions of the computer system.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Ensure that current information on rates, packages and promotions are available at the Front Desk and that all associates are knowledgeable on such.
- Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
- Inspect grooming and attire of associates; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor and ensure that express checkouts are processed through the system.
- Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective associates.
- Assist associates with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
- Adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations.
- Review previous night's no-shows, verify and ensure billing of such.
- Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
- Assist associates with expediting problem payments.
- Make sure alert is placed to all the guests who faced the challenges during their stay and ensure to meet them upon check out to farewell
- Make sure the team follow the Emergency Response Team procedure
- Give acknowledgement to front office associate when their names mentioned to on the survey platform
- Share the glitch report every briefing and make sure the front desk associates are aware and able to handle the situation
- QUALIFICATIONS:
- Experience: Minimum two years’ experience in similar roles, preferably in ultra-luxury hotel.
- Education: High school diploma.
- General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with mínimal supervision; maintain confidentiality of guest information and pertinent hotel data.
- Language: Required to speak, read and write English, with fluency in other languages preferred.
**About Us**:
- Located on Al Maryah Island at the core of Abu Dhabi’s new Central Business District (CBD), Rosewood Abu Dhabi is a five-star luxury hotel inspired by the glistening Arabian Gulf, reflecting the history, architecture, and culture of Abu Dhabi. You will discover spacious guest rooms, fine dining, and world-class amenities married to stunning views.
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