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**Additional Information**
**Job Number**25133216
**Job Category**Rooms & Guest Services Operations
**Location**Le Royal Méridien Abu Dhabi, 113 Khalifa Street, Abu Dhabi, United Arab Emirates, United Arab Emirates
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management
**JOB SUMMARY**
A seasoned Front Office professional with 3-5 years of progressive experience in upscale hospitality, tasked with managing daily front desk functions, ensuring consistent adherence to brand quality, and enhancing guest satisfaction. Strong leadership, effective team coordination, and a proactive mindset toward service improvement are essential. Fluency in Arabic is a plus.
**CANDIDATE PROFILE**
**Experience and Qualification**
- Minimum 3-5 years of progressive experience in front office operations, preferably in a luxury or upscale hospitality environment.
- Proven ability to lead and manage daily front office operations, ensuring alignment with brand standards and guest expectations.
- Strong background in budget management, performance tracking, and achieving departmental goals.
- Skilled in staff supervision, including scheduling, coaching, and performance management to ensure optimal service delivery.
- Demonstrated success in guest satisfaction strategies, with a proactive approach to handling feedback, complaints, and service recovery.
- Excellent organizational and planning skills, with the ability to prioritize tasks and develop actionable goals.
- Well-versed in brand standards, with a commitment to maintaining a high level of service consistency across all front office touchpoints.
- Strong interpersonal and communication skills, capable of motivating teams, conducting effective meetings, and driving results.
- Ability to act as a service champion, fostering a positive and guest-centric atmosphere throughout the front office.
- Experience in analyzing guest feedback, identifying areas for improvement, and implementing service enhancements.
- Arabic speaking is an advantage, enhancing communication with a diverse guest demographic and supporting regional service excellence.
**CORE WORK ACTIVITIES**
**Maintaining Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Ensures employees understand customer service expectations and parameters.
- Interacts with guests to obtain feedback on product quality and service levels.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and contr
