Front Office Manager

note: This position is for Franchise hotel - Le Meridien Hotel Abu Dhabi

A Front Office Manager is responsible for all front office operations and personnel. Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop are all areas of responsibility, as appropriate. Directs and collaborates with managers and employees to ensure the successful execution of all front office operations, including visitor arrival and departure procedures, in their capacity as department head. Continuously endeavors to enhance the financial performance of the department and enhance the contentment of guests and employees, all while consistently contributing to departmental objectives. In particular, you will be accountable for the following responsibilities, which must be completed to the utmost standards:

Leading Guest Services Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.

Maintaining Guest Services and Front Desk Goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Develops and sustains relationships based on an understanding of guest needs and actions consistent with the company’s service standards.

Managing Projects and Policies

• Ensures compliance with all Front Office policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Strives to improve service performance.
• Empowers employees to provide excellent customer service.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees are treated fairly and equitably.
• Manages employee progressive discipline procedures for Front Office Staff.
• Administers the performance appraisal process for direct report managers.
• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities

• Assists & supports all hotel departments in dealing with difficult guest situations
• Coordinates the emergency evacuation of guests in the event of fire, bomb threats and other emergency situations.
• Takes decisions on behalf of the hotel leader in their absence
• Assists as needed in hotel departments e.g. food & beverage, housekeeping, switchboard, G.S.A
• Ensures arriving guests receive prompt cordial attention & personal recognition.
• Meets & escorts arriving VIPs when needed
• Supports other departments with regard to emergency requisitions, problem solving etc.
• Conducts tours of the hotel as required.
• Monitors lobby & guest corridor activity, and cleanliness.
• Monitors & handles employee issues/problems/illness etc. and resolves matters related to these in absence of a department head.
• Conducts regular “clock” rounds through the hotel to ensure safety & high standard of cleanliness is maintained. Reports problems to relevant departments.
• Handles “overbooking” situations.
• Manages any “down time” procedures and deals with outlet systems problems.
• Conducts regular guestroom inspections.
• In absence of engineering department first line support for technical problems.

Cash Handling

• Counts bank at end of shift and secures bank.
• Provides change to guests.
• Cash guests' personal checks and traveler's checks.
• Balances and drops receipts according to accounting specifications.
• Processes all payment types such as room charges, cash, checks, debit, or credit.
• Counts bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Processes adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Quality Assurance/Quality Improvement

• Complies with quality assurance expectations and standards.

Reports / Recordkeeping

• Runs daily reports (number of arrivals, departures), identifies any special requests, and checks reports for accuracy.
• Prints contingency lists to have a record of all guests in case of emergency.
• Runs credit card authorization report and checks for discrepancies.

Policies and Procedures

• Protects the privacy and security of guests and associates
• Maintains confidentiality of proprietary materials and information.
• Follows company and department policies and procedures.
• Ensures uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protects company tools, equipment, machines, or other assets in accordance with company policies and procedures.

What are we looking for

A Front Office Manager representing our brand is consistently advocating for our guests and collaborating with other associates. In order to effectively fulfill this position, it is imperative that you uphold the following attitudes, behaviors, skills, and values:

• 6 to 8 years’ overall experience in the guest services, front desk, or related professional area and at least 3 years’ experience in a leadership role
• Marriott background will be an advantage
• High school diploma or GED; OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
• Positive attitude.
• Arabic Language proficiency
• Front Office Systems Knowledge
• Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Communicates effectively in writing as appropriate for the needs of the audience.
• Good communication skills.
• Ability to work under pressure.
• Proven ability to work with a team and follow instructions.
• Completion of a trade apprenticeship or accredited commercial cuisine course.
• Working in an environment with rigorous standards and the ability to multitask.