Assistant Manager, Front Office

3 months ago


Dubai, United Arab Emirates Bab Al Shams Desert Resort Full time

Assistant Manager, Front Office
(13649)

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**

To assist in managing and coordinating all Reception, Guest Relations, Concierge, Duty Manager, Guest Transportation, Valet Parking, Data Entry, Al Dukan Gift Shop, Night, and Guest Service Centre operations responsibilities. To ensure efficient, prompt, courteous, consistent quality, and proactive service for all guests.

About The Role

To assist in managing and coordinating all Reception, Guest Relations, Concierge, Duty Manager, Guest Transportation, Valet Parking, Data Entry, Al Dukan Gift Shop, Night, and Guest Service Centre operations responsibilities. To ensure efficient, prompt, courteous, consistent quality, and proactive service for all guests.

**Key Duties and Responsibilities**
- To ensure that Standard Operating Procedures are in place for all Front Office sections and that they are updated frequently and adhered to at all times
- To make sure that appropriate fire evacuation procedures are in place for all Front Office sections, that all Front Office employees are aware of them, and that regular departmental fire drills are carried out
- To work together with all other hotel departments and to ensure that all Front Office employees fully cooperate with staff from other 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 ensure that pre-shift and post-shift briefings are conducted with all Front Office employees to make sure that all necessary information is communicated, all problems are followed up and all employees are aware of current VIP guests, hotel promotions, and room rates
- To be aware of local market competition, monitor trends within the industry, and make suggestions on how these could be implemented in our hotel
- 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 that regular requests are communicated to all Front Office employees and other departments as applicable & necessary
- To assist in maintaining the Customer Feedback system
- To regularly check the service quality provided by the Front Office employees through customer comments, and feedback during departmental & management meetings, etc. and to actively promote all ongoing incentive programs & guest feedback schemes and to communicate the results of such programs/schemes to the other HoDs and managers regularly
- To frequently inspect hotel rooms and provide the Housekeeping department with feedback on the status of the rooms
- 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
- To carry out quality control functions in all areas of the department daily to ensure a consistently high quality of all services is maintained
- Monitors the Front Office employees to ensure all guests receive prompt and personal recognition.
- Takes care of the front desk operation including guest registration, room assignment, and check-out procedures.
- Assists the Front Office Manager in employee-related evaluations and consulting.
- Ensures that the various reports required for the Day to Day Operation are completed accurately, and distributed to the Concerned Departments.
- To handle guest complaints, comments, problems/requests, and other incidents in a professional & efficient manner, to document all complaints and incidents properly, and to ensure that other HoDs and Managers are fully informed about complaints/issues concerning their areas of responsibility
- To ensure standardization & consistency in administration matters, e.g. quotations, deposit policy, letters, and group handling
- To interact and communicate with guests & colleagues in a courteous, friendly, open, and honest manner at all times
- To be fully aware of all hotel policies, procedures, and government rules & regulations and to maintain good relations with the police and other local authorities at all times
- To be consistently well groomed & professional in appearance and to make sure that all Front Office employees on duty are correctly gr



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