Assistant Director of Front Office

POSITION PURPOSE

To ensure that FO, Guest Services, Club and Concierge associates are all on brand, in control and perform their duties as per Sheraton Brand Standards and to build a Service Culture based on Sheraton and Marriott Core Values, Brand Differentiators.

Ensure the effective and professional running of the day to day various FO Guest Services, Club and Concierge departments operations while keeping a strong communication channel to ensure the smooth flow of information.

Develop and lead revenue generating/cost effective initiatives to contribute directly to the hotel profitability.

ESSENTIAL FUNCTIONS

• Understand individual FO, Guest Services, Club and Concierge department’s operational scope and ensure that each supervisor/manager is well equipped to run his/her department smoothly.
• Ensure hiring the right associates that fulfil and deliver our service promise.
• Ensure that services provided by FO, Guest Services, Club and Concierge team members are in harmony with our Sheraton/Marriott core values and delivering on brand arrival and departure experiences throughout every guest stay.
• Lead with the EAM-Rooms a GSS weekly and monthly analysis to identify factors for delights factors and dissatisfaction factors and prepare action plan for improvement.
• Ensure with the EAM-Rooms that guests feedback through all channels are attended to, actioned and answered; GXP profiles must be updated with all guests’ feedback.
• Work closely with Community Manager on guest relations and engagement.
• Develop with all concerned and implement a cost effective and personalized based VIP amenities program.
• Lead with the EAM-Rooms the GXP/GPS community in the hotel.
• Ensure the full compliance and implementation of the WELCOME upon Check in and FAREWELL upon check out.
• Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the LRA inspection.
• Ensure that the following goals are achieved daily, MTD and YTD:

1. 100% daily usage of the Master Arrival Report to deliver GPS initiative successfully to our guests.
2. Exceed BONVOY Enrolments goal.
3. Support thoroughly the GXP and all other FO selling activities and achieve the daily, monthly and yearly set goal.
4. Achieve the Budgeted/Forecasted Limo revenues are achieved.
5. Achieve Upselling goal.
6. Provide monthly reforecast for upselling performance.

• Use GXP to update guests profiles with requests, defects, preferences and any other comments/information acquired during stay.
• Develop and facilitate smooth and clear ways of communication between Front Office, F&B, HK and Engineering.
• Develop and facilitate an easy way to enhance product and service knowledge among associates.
• Ensure the high balance is in control.
• Ensure compliance with PCI policies.
• Ensure GSA appraisal and LPP/LPA are made on a timely manner.
• Ensure completion of staff trainings – compliance, departmental , etc.
• Meet VIPs on arrival and departure and ensure satisfaction with check in and checkout processes.
• Participate as a member of the Hotels Fire and Emergency Team as required; while enforcing the safety and security tips of the Front Desk Team.
• Pass the Security Audit points related to FO which are:

1. Prepare the FO, Guest Services, Club and Concierge related risk assessments (Cash handling, parking traffic flow, Hotel vehicles, guests transportation, 3rd party valet and Safe Deposit Boxes).
2. Emergency equipment available in Store and Floors (Wheelchair, evacuation chair, AED, stretcher.....).
3. Issuing rooms keys to non-authorized persons.

• Ensure with no failure that checking in and out guests are registered in the Government CID reporting system including scanning their passports.
• Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
• Identify training needs, plan for short and long term development program and train associates accordingly.
• Build positive, effective and on brand relationships with internal and external customers including VIPs and BONVOY elite members.
• Enforce free marketing activities to promote the hotel services through our guests by encouraging them to post reviews and tweets in the various social media.
• Actively participate in the hotel sustainability, community and OI activities.
• Ensure that FO, Guest Services, Club and Concierge FOH and BOH areas are on brand.
• Ensure proper grooming of his/her associates at all times as per hotel guidelines.
• Ensure the use of Mobile Guest Services Portal and promote the contactless experiences to the guests (such as mobile check in, mobile check out, mobile chat, requests, pro-active chats, etc).
• Ensure to achieve the set KPI goals for the FO, Guest Services, Club and Concierge.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• 3 years of experience in a FO management position.
• Computer, Opera and GXP knowledge and skills.
• Preferably Marriott Associate.
• Strong Leadership skills.
• Driver personality who drives people effectively.
• Problems trouble shooter.
• Flexible.
• Excellent communication and follow up skills.

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below.

• Have a high level of emotional intelligence to adapt to various cultural settings and situations;
• Thrive on achieving guest satisfaction and owning the guest;
• Consider every situation as a marketing opportunity to showcase the hotel products and services;
• Have a hobby which translates into work-life balance;
• Have passion for new trends and relates this to practical business application;
• Communicates effectively at all levels assertively;
• Play as a team and put the efforts of the team members before your own;
• Celebrate success within the team;
• Build lasting and fruitful relationships with both internal and external customers;
• Have immaculate personal presentation e.g. grooming and conversational ability;
• Consistently display ambassadorship in relation to Marriott hotels and the ownership;
• Embrace diversity & inclusion;
• Adapt to sudden changes in operation;
• Demonstrate effective problem solving skills and analysis of issues and trends, in order to develop and apply appropriate strategies;
• Have the ability to plan and prioritize in order to achieve deadlines;
• Have knowledge of hotel computer systems and other IT related applications;
• Uphold ethical business practices.

EDUCATION

Bachelor degree required.