Front Office Manager

Job Description

Job SummaryTo lead and manage all sections of the Front Office Department in order to ensure the highest standards of service in accordance with the operating procedures and Assets Hospitality Standards. He is also responsible for up selling rooms to maximize the room revenue.Job Responsibilities 1

• Contribute to the development and execution of the departments short to mid-term plans to ensure alignment with the divisions strategic priorities and contribute to the development of annual business plans for the assigned areas of responsibility to support the achievement of financial objectives.
• Monitor, control and report key performance indicators related to the department, to track performance and recommend corrective actions.
• Manage the performance management, career progression and activities of direct reports by setting annual objectives, identifying training opportunities, mentoring, coaching and providing constructive feedback to improve their performance.
• Contribute with ideas that support an efficient and effective structure and resource allocation for the department, to ensure smooth workflow of operational processes and optimal utilization of resources.
• Provide input into the preparation and consolidation of the departments budget, monitor financial performance during the year and identify areas of unsatisfactory performance (if any), and recommend mitigating actions.
• Ensure smooth and efficient operation of the department up to brand Standards at any time.
• Direct Front Office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests expectations.
• Participate in the development, implementation and review of the policies, procedures, practices and standards.
• Select, train, develop, schedule and manage the performance of direct subordinates to ensure the efficient running of front office operations. Participates to the evaluation of staff performance once a year. Motivates staff to bring about excellent performance.

Job Responsibilities 2

• Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling to higher Room Categories, reinforcing the late charge policy to maximize REVPAR.
• Maintain high visibility during peak period in order to ensure smooth running of operations, is proactive in maintaining excellent relations with guests and colleagues, takes corrective action and handles customer complaints to ensure their satisfaction.
• Greet VIP guests upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the duration of their stay.
• Coordinate Front Office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to Emaar Standards in a safe and secure environment.
• Identify training needs, plans training activities and oversees their implementation for all front office sections. Follows up to ensure compliance and effectiveness of training activities.

Additional Responsibilities 3Job Knowledge & Skills

• Excellent customer service skills
• Amazing interpersonal abilities
• Top-of-the-line organizational skills
• Ability to handle multiple tasks at once
• Amazing time management skills
• A degree in hotel management is preferred
• Incredibly detail oriented
• Able to work nights and weekends

Job ExperienceMinimum 6 years of experience (required)Minimum 3 years of supervisory experience (required)Minimum 2 year in GCC (preferred)CompetenciesAgility - ProficientCreates Strategy M1Cultivates Loyalty & Integrity - ProficientDemonstrates Accountability - ProficientDemonstrates Resilience - ProficientDevelops Future Leaders - DevelopingDisplays Customer Centricity - ProficientDrives Performance M1Promotes Teamwork - ProficientShows Entrepreneurial Spirit - ProficientStrives for Innovation - ProficientEducationBachelors Degree

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