Front Office Manager

Job Description

Job Description

Position Summary : Responsible for the management of all aspects of the hotel in accordance with property standards. Directs, implements, and maintains a service and management philosophy, which serves as a guide to respective staff. Deputizes for hotel executive team in their absence.

Qualifications Required:

• College degree.
• Five years hotel experience including rooms and food and beverage.
• Computer experience.
• Written, spoken, and reading proficiency in the English language.
• Three years department head in Rooms Division.
• Strong supervisory and managerial skills.

Essential Job Functions and responsibilities:

• Maintain complete knowledge at all times of:
  • All hotel features and services as well as hours of operation
  • All room types, numbers, layout, décor, appointments and location
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals / departures
  • Room availability status for any given day
  • Scheduled daily group activity
• Supervision of Front Desk agents along with Duty Managers, ensuring lobby flow
• Ensure SOP’s are adhered to and system in place to monitor it daily
• Ensure Front Desk agents are constantly reminded of the Jumeirah Standards and other relevant practices monitored on a corporate level (profiles, enrollments, balance score card etc)
• Responsible to acknowledge staff’s performance, by posting scores on a monthly basis
• Responsible to ensure guest comment cards with negative feedback are followed up on with the guest and the colleague
• Council, appraise and review colleague performance to keep the moral high at all times
• Ensure trainings for the departments are completed on a monthly basis and submitted
• Is knowledgeable of current payroll cost, Front Desk expenses and their forecast
• Communicate with GM & DFOS on a daily basis to review business status and ensure effective handover of operation and follow up items
• Handle disciplinary problems and counsel employees according to hotel standards
• Monitor the staffs’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to hotel standards
• Is responsible to ensure important information is shared daily with the entire team and the managers.
• Is creative and takes initiative to improve the operation.
• Assist all hotel personnel with their job functions as and when required to ensure optimum guest satisfaction
• Communicates closely with accounting for any issues related to mis-postings and mishandling of cash.
• Communicates closely with the Guest Relations manager to ensure VIP’s are being handled properly regardless of who will check them in.
• Handle guest complaints occasionally according to standards ensuring guest satisfaction
• Foster and promote a cooperative working climate between Duty Managers and Agents, maximizing productivity and employee moral

Success factors/job competencies

• Leadership – demonstrated ability to leas people and get results through others
• Planning – ability to think ahead and plan over a step a one-to two-year time span
• Management – ability to organize and manage multiple priorities
• Problem analysis and problem resolution at both strategic and functional levels
• Technical skills in engineering management, quality assurance and costing
• Commitment to company values
• Advanced computer proficiency in engineering software products

Physical demands and work environment : The physical demand and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

• Physical demands: while performing duties of job, incumbent is occasionally required to stand, walk, sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk and hear; employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vison, depth perception, and the ability to adjust focus
• Work environment : the noise level in the work environment is usually moderate