Assistant Front Desk Manager

Job Description

JOB SUMMARYManage all front desk operations and ensurethat all front desk associates adhere to policies, procedures, regulations andstandards presented by hotel management. Ensuring that front desk operationruns smoothly in a professional manner at all times. Perform all front deskrelated responsibilities and duties when assigned or required. Perform dutymanager related responsibilities and duties when assigned or required. Ensureall front desk agents have a clear expectations set to prioritize theirresponsibilities. Serve as BSA Champion for the Front Office Department. Ensureappropriate and adequate training of all front desk associates and supervisorsincluding all on-the-job, off-the-job and 15min trainingSCOPE / BUSINESS CONTEXT? A Full Timeposition based at JW Marriott Marquis Dubai.? Number of DirectReports - 2? Titles of DirectReports Front Desk Agent/Team Leader & SupervisorCANDIDATE PROFILEExperience:? Adequateexperience in a similar supervisory position within front office departmentminimum 3 years within high volume 4 or 5 star hotel.Skills and Knowledge? StrongCommunication skills (verbal, listening, writing)? Innovative? ProblemSolving and Complain Handling? Leadership? Development,Coaching and Training skills? Multi-Tasking? Strongorganizational and time management skills? Opera/Marsha/IMS/GXP/Microsoftoffice and other systems knowledgeEducation or Certification? Goodlevel of English essentialSPECIFIC DUTIESThe following are specific responsibilities and contributions criticalto the successful performance of the position:? Befamiliar with Hotel services, operational hours and ongoing promotions.? Have athorough knowledge of JW Marriott Marquis Dubai products and services.? Befully aware of the Marriott Brand standard compliance requirements for allfront office sections.? Maintaingood working relationship with all hotel departments.? Have a good knowledge of local area andsurrounding facilities. Provide recommendations and direction to guestswhenever needed.? CheckHouse Count to establish selling strategy for the shift. Monitoring itregularly during shift and responding to any changes.Ensure daily all forms of communication areused to full capacity and relevant information is handed over to the next shiftthroughout the shift and briefings.? Demonstrateand promote quality awareness amongst front office team. Seek ways to improveand maintain guest satisfaction scores for all front desk associates.? Ensuresmooth check-in and check-out of all guests, and proper handling of all guestaccounts.Ensure that all concerned departments areinformed in regards of room moves, no-shows, early arrivals, special requests,repeat guests or other guest preferences.? Befully aware of Credit Policy and supervise compliance. Inform your manager andconcerned departments about any possible credit risks.? Have thorough knowledge of operationalrequirements for the front desk area.? Befamiliar and promote Marriott Rewards Program and encourage all front officeassociates in order to achieve monthly target.? Have a thorough knowledge on virtual conciergeand ensure that all guest requests and information updated in OPERA andcommunicated to other departments.? Have a thorough knowledge of OPERA, MARSHA,IMS, GXP and other front office related operational software.? Befamiliar with all S.O.P.s and L.S.O.P.s relating to the front office operations? Beaware of remedial steps to be taken to rectify Housekeeping discrepancies.? Supportand practice Empowerment within front office? Ensurethat each associate has a development plan and trained accordingly? Beable to work various shifts around the business needs to assist all frontoffice sections.? Identifyand resolve guests problems efficiently and resolve to the guest satisfaction? Ensurethat LEARN and 5W s methods are followed whilst dealing with constructive guestfeedback and ensure that all concerned application are filled and concerneddepartments are informed? Have athorough knowledge of all Emergency Procedures? Superviseguest registration and all relevant registration details required by the UAElaw.? Assuringthat all front desk associates are continually updated with hotel rates,packages and discounts? Regularlyconduct PCI audits in order to ensure compliance according to MarriottInternational standards.? Besecurity conscious at all times and inform Manager on Duty of anythingsuspicious.? Identifyguest service shortages and recommend improvements accordingly.? Ensureall front desk associates have a clear guidelines and direction to performtheir daily duties? Reportto work on time with proper uniform, including name tag. Personal appearanceand other grooming standards must comply with the standard of the hotel.? Developknowledge about frequent guests and their special requests and needs. Ensurethe information is updated and maintained in guest profiles accordingly.? Utilizingall available resources, follow up on previous shift requests and pendingissues.? Eachassociate is expected to carry out, within their capabilities, all reasonablerequests by management? Beflexible according to the business need? Havean excellent approach to customer service? Havestrong organizational skills; always practice Clean as you go? At alltimes strive to represent Marriott in the most professional, courteous manner.? Beable to perform any additional scope of duties if requested by the Management.OTHERSafety and Security? Reportwork related accidents, or other injuries immediately upon occurrence tomanager/supervisor.? Followcompany and department safety and security policies and procedures to ensure aclean, safe, and secure environment.? NotifyLoss Prevention/Security of any guest reports of theft.Policies and Procedures? Followcompany, hotel and department policies and procedures.? Follows Marriott International Hotels LimitedRegional Office policies and procedures? Protectthe privacy and security of guests and coworkers.? Maintainconfidentiality of proprietary materials and information.

Keyskills :
Assistant Front Desk Manager