Front Office Shift Leader

4 weeks ago

Dubai, United Arab Emirates TIME Oak Hotel & Suites Full time

1.1 Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to Departure.

1.2 Maintains effective communication with all related departments to ensure smooth service delivery.

1.3 Maintains good working relationship with all Front Office employees with particular emphasis on Guest Service Agents and Guest Relations.

1.4 Supervises all Front Desk employees ensuring guests are received in a professional and friendly manner.

1.5 Greets guests on their arrival ensuring they feel expected and welcome.

1.6 Ensures that the guest receives the accommodation he/she is expecting.

1.7 Maintains an up to date knowledge of hotel and local services and supply information and respond to guest queries.

1.8 Deals swiftly, efficiently and sensitively to guest complaints and follows through.

1.9 Maintain awareness of guest profiles through the Opera guest profile system.

1.10 Using Opera Front Office systems, processes accounts from check-in through to check-out, ensuring posting of food & beverage and ancillary charges.

1.11 Receives payment by cash, cheque, credit card or account, adhering to company Credit Policy.

1.12 Provides currency exchange service.

1.13 Balance accounts of day’s business day end of shift.

1.14 Complies with all laid down systems and procedures.

1.15 Records all instances of refused business, with reasons for refusal.

1.16 To check all cashiers city ledger bills at the end of shift to ensure that the billing and attachments are correct.

1.17 Checks all shift reports with particular reference to Credit Check Report, Routing Instructions Report, Rate Discrepancy report and Housekeeping Discrepancy report.

1.18 Maintains an up to date back up report during shift.

1.19 Responsible for pre-shift team brief and end of shift handover.

1.20 To have a full knowledge of daily, monthly and yearly targets.

1.21 Maintains department notice board and ensure that all employees are aware of new issues.

1.22 Supervises day to day function ensuring standards are adhered to.

1.23 Ensures new employee, re-training and corrective training is carried out.

1.24 Responsible for the maintenance and re-organization of SOP manual for the reception.

1.25 Ensures high level of presentation by personnel.

1.26 Ensures that the Front Office Manager is informed about all the Front Desk developments.

1.27 Maintains the reception log book, filing system and stock/stationery.

1.28 Ensures all reception employees adhere to all Hotel policies and procedures.

**2.** **General Responsibilities**

2.1 To promote efficiency, confidence, courtesy and an extremely high standard of social skills.

2.2 To generally promote and ensure good inter-departmental relations.

2.3 To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.

2.4 To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment.

2.5 To adhere to Company and Hotel rules and regulations at all times.

**3.** **Occasional Responsibilities**

3.1 To report any equipment failures/problems to the Maintenance Department.

3.2 To pass any maintenance requests to the Maintenance Department.

3.3 To participate in any Training/Developments schemes as recommended by senior management.

3.4 To assist the Duty Manager in any task outlined/detailed by him/her.

3.5 To comply with any reasonable request made by management to the best of your ability.

**Job Type**: Permanent

**Salary**: AED4,000.00 - AED5,000.00 per month

**Experience**:

- Front Office Agent: 3 years (required)

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