Manager – Front Office

Job Description

About the Job: 

An opportunity has arisen for Front Office Manager to join our team in Jumeirah Beach Hotel. The main duties and responsibilities of this role are:

• Manages day to day operations, Oversee Service deliverables, Delegate tasksin Front Desk and Retail Outlet thus ensuring all service standards are metin compliance with standard operating procedure and they are followed in courteous yet professional manner thus providing delightful and engaging services to all Guests
• Monitors the level of service provided by the department (i.e., by analyzing the Guest Satisfaction Reports) and constantly working on improving it through investigation, analysis, and corrective action 
• Works in partnership with Guest Services, Reservations, Retail, Sales & Housekeeping to ensure guest’s needs are determined and met 
• Demonstrates commitment to the development and implementation of the QMS system and continual improvement of its effectiveness
• Identifies gaps, necessary competence and training needs, coach, mentor & guide Assistant Manager/Team Leader where feasible. Ensure training plan (average of 18 hours per quarter, where feasible) is carried out enhancing Colleague’s capabilities to meet the needs of the customer and the organization with follow up on improvements thus enhancing productivity 
• Manages Staffing levels, weekly duty roster/schedules as well as monthly attendance sheet and annual vacation plan for all Colleagues within the department. Highlight any manning shortages and requirements to HR and management 
• Manages periodic review, update and version control of SOPs on Q Pulse and ensure that all changes are communicated to Colleagues on time and standards are followed 
• Oversees regular departmental meetings, respond to issues, and share updates, provide counselling and shares feedback. Respond with two-way communication. Manages Colleague’s appraisals and bi-monthly reviews 
• Acts as the hotel’s Duty Manager, hence, be fully aware of emergency procedures and able to handle such situations 
• Handles booking out Guests in case of an overbooking situation. 
• Builds and maintains a welcoming and close relationship with (regular) Guests and meet VIPs on arrival when required 
• Oversees the Maintenance and Configuration of the Opera system ensuring that input standards of profiles and reservations are correct, selling strategies are being followed and the system is “cleaned” from duplicate profiles and expired rates etc. on a regular basis 
• Monitors and control the Rooms Division P&L along with DOR
• Prepares the departmental budget and put measures in place to achieve or exceed the budgeted profit. Prepare regular forecasts for occupancy and revenue and forward this to all concerned departments

About You: 

The ideal candidate for this position will have the following experience and qualifications:

• Minimum of 2 years’ experience in Front Office Manager role in 5 Star Hotel.
• Experience working in a multi-cultural environment.
• Proficient in English, knowledge of additional language is desired.
• Influencing and Communicating skills.  
• Problem Solving, Reasoning and Analytical Abilities.