Front Desk Manager

The Role

• To oversee the front desk operations of the Hotel and the concierge operations.
• To interact with Housekeeping Engineering to ensure guests receive a high level of service.
• To be entrepreneurial and to think beyond the boundaries is expected and not requested.
• To provide service that is sincere, warm, and enthusiastic, ensuring guest satisfaction.
• To take the time to get to know the guests and to be committed to service excellence.

Key Deliverables and Responsibilities

Planning & Organizing:

1. Coordinating purchasing for the front office departments with the finance team as per the hotel procedures.
2. Plan and coordinate all move-in and move-out activity with relevant departments.
3. Conduct interviews for candidates in the department in conjunction with T&C and prepare job descriptions.
4. Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
5. Review and monitor departmental work schedules and oversee that departmental payroll is in line with budgets.

Operations:

1. Train and develop the front office team in the departmental operating standards.
2. Maintain a consistent focus on improving the overall flow of front office operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs.
3. Lead and support employees in the achievement of financial, operational, and service delivery targets via effective organizational policy and procedural development and appropriate employee training activities.
4. Foster a winning, solution-oriented work environment, motivating and engaging employees to continuously deliver the best possible service and to provide feedback and suggestions.
5. Lead daily concierge and front office briefings and monthly employee meetings.
6. Have a complete understanding of and adhere to Accor policy relating to Fire, Hygiene, Health, and Safety.
7. Drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching, counseling, and performance management in conjunction with Human Resources.
8. Ensure the team works within the department with a sales-focused attitude and that they are aware of sales opportunities within the hotel, which will assist in maximizing revenue.
9. Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
10. Ensure all non-guaranteed reservations are released at the appointed time.
11. Adhere to the hotel selling strategy by ensuring the use of correct rates.
12. Ensure all book-out situations are handled in a diplomatic and professional manner, ensuring future business from respective booked-out guests.
13. Ensure guests are communicated with and assisted in an efficient, warm, and professional manner by all team members.
14. Ensure a consistently high standard of grooming is followed by self and team.
15. Actively review guest comments and feedback, communicate this with team members, and implement procedures to enhance guest satisfaction.
16. Have full knowledge of all products and services provided by the property and in the local area.
17. Actively participate in guest events when requested.
18. Adhere to company credit policies to ensure all expected revenues are secured.
19. Ensure daily shift handovers are conducted in a professional and constructive manner.
20. Regularly spot-check duty shift checklists to ensure tasks are completed.
21. Review daily reports to ensure the system is being maintained as per company policies and procedures.
22. Spot-check registration cards to ensure the accuracy of data is collected as per Municipality and property standards.
23. Spot-check passport scans to ensure accuracy as per Dubai Municipality requirements for transfers.
24. Ensure all daily system closing procedures and reports are being completed as per company standards.
25. Ensure closure of any pending revenue (pay masters) in a timely manner, adhering to finance policies and procedures.

Administration:

1. Work closely with the Finance department to produce monthly financial reports timely and accurately.
2. Review the employee schedule and annual leave plan to ensure the correct allocation of resources to improve guest satisfaction levels as well as employee productivity and satisfaction.
3. Oversee the implementation of a training plan for all front office and concierge team members.
4. Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.

Generic Aspects on Hygiene / Personal Safety / Environment / Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well familiar with the hotel's policies and procedures, well acquainted with the physical layout of the hotel and its premises, and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, blackout, and evacuation.
• Know the safety regulations and ensure their application, ensuring the safety of people and property in the hotel.
• Respect and ensure respect of the hotel's commitments to the Environment Charter of Sustainability program (saving energy, recycling, sorting waste, etc.).
• Understand and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel's policy on Fire, Hygiene, Health, and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Do not disclose any financial information or any other information of the Accor Hotels.

Our Values

Our values are our common language; they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread beyond professions, persons, countries, and cultures the sense of hospitality and service, our strength and nourishment of the Group's success worldwide.

Guest Passion

We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first; we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support and empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible; we have fun doing it.

Trust

Hospitality is a team sport, and we’re stronger when we trust and support each other. We believe in natural kindness, respect our differences, and value all voices. We work as one team to say what we do and do what we say.

Innovation

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible, and make it possible.

Qualifications :

• Previous senior leadership experience within Front Office required.
• University/College degree in a related discipline required.
• Strong leadership skills and the ability to manage a diverse team of employees.
• Excellent communication skills, both written and verbal.
• Strong organizational skills and attention to detail.
• Ability to work well under pressure and prioritize tasks effectively.
• A solid understanding of financial analysis and accounting principles.

Remote Work :

No

Employment Type :

Full-time