Front Office Manager

  • Full Time
  • Dubai


Manage and supervise all tasks of front office personnel to ensure guests receive prompt, cordial attention and personal recognition
Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
Monitor Front Office, and particularly Guest Relations personnel, to ensure priority guests, repeat guests and other VIPs receive special attention and recognition
Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program
Maintain inter-departmental relationships to ensure seamless customer service
Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
Schedule and regularly conducts routine inspections of areas under his/her control
Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
Know system recovery procedures
Interpret computer reports and compile relevant statistics for front office
Continually check the accuracy of room count
Approve upgrades and special amenities
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
Communicate to Director of Rooms all pertinent information such as the expected arrival and departure of VIPs
Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements
Work with the Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:Plan for future staffing needs and recruit in line with company guidelines
Prepare detailed induction programmes for new staff
Analyse training needs of Front Office staff and develop training programmes
Conduct probation and formal performance appraisals
Coach, counsel, discipline staff and provide constructive feedback to staff
Work with the Finance and Business Manager in the preparation and management of the department’s budget
Adhere to OH&S policies and procedures and ensure all direct reports do the same
Log security incidents and accidents in accordance with hotel requirements

Excellent communication skills in English
Ability to communicate in a second language
Ability to work well under pressure, focus on details, think clearly, analyze and resolve problems, exercise good judgment, always with calm and composure
Strong working knowledge of budgets, forecasting, profit and loss statements
Ability to train and motivate individuals, creating and maintaining a cohesive team
Good computer knowledge; able to use property management system
Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
Ability to ensure security and confidentiality of guest and hotel information
Ability to work with constant interruptions with a high degree of professionalism
Ability to prioritize and organize work assignments; delegate work
Ability to direct performance of staff and follow up with corrections where needed

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