Assistant Front Desk Manager

2 weeks ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 23108094

**Job Category** Rooms & Guest Services Operations

**Location** JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

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. Serve as BSA Champion for the Front Office Department. Ensure appropriate and adequate training of all front desk associates and supervisors including all on-the-job, off-the-job and 15min training.

SCOPE / BUSINESS CONTEXT
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports - 2
- Titles of Direct Reports - Front Desk Agent/Team Leader & Supervisor

CANDIDATE PROFILE

**Experience**:

- Adequate experience in a similar supervisory position within front office department minimum 3 years within high volume 4 or 5 star hotel.

**Skills and Knowledge ** Strong Communication skills (verbal, listening, writing)
- Innovative
- Problem Solving and Complain Handling
- Leadership
- Development, Coaching and Training skills
- Multi-Tasking
- Strong organizational and time management skills
- Opera/Marsha/IMS/GXP/Microsoft office and other systems knowledge

**Education or Certification**
- Good level of English essential

SPECIFIC DUTIES
- The following are specific responsibilities and contributions critical to the successful performance of the position:_
- Be familiar with Hotel services, operational hours and ongoing promotions.
- Have a thorough knowledge of JW Marriott Marquis Dubai products and services.
- Be fully aware of the Marriott 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.

Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
- 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.
- Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target.
- Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments.
- Have a thorough knowledge of OPERA, MARSHA, IMS, GXP and other front office related operational software.
- Be familiar with all S.O.P.s and L.S.O.P.s relating to the front office operationsBe aware of remedial steps to be taken to rectify Housekeeping discrepancies.
- Support and practice Empowerment within front office
- Ensure that each associate has a development plan and trained accordingly
- 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
- 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 discountsRegularly conduct PCI audits in order to ensure compliance according to Marriott International standards.
- 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

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