Front Office Manager
Dusit Thani Dubai
Date: 3 weeks ago
City: Riyadh
Contract type: Full time
Job Description
PRIMARY RESPONSIBILITIES
PRIMARY RESPONSIBILITIES
- Maximizes occupancy and average rate at all time.
- Closely coordinates room availability with the Director of Sales.
- Maintains a good relationship with travel agents and tour operators.
- Coordinates with in-house Engineering and Housekeeping to ensure that there is a maximum number of rooms available for sales at a given time.
- Answers inquiries pertaining to hotel policies and services.
- Handles guest complaints professionally.
- Arranges for special services.
- Ensures high standards of service at all time.
- Maintains good relationship with guests and staff.
- Reviews arrival lists and pre-set the VIP guests with GM and EAM.
- Makes decisions regarding over-booking based on the hotel policies and standards in consultation with EAM.
- Participates in yearly forecasting and budgeting with senior management.
- Observes and analyzes competitive hotels.
- Prepares reports as required.
- Supports and determines training programs and prepares an annual training plan. Works with Training Manager to have an active ongoing training plan in progress.
- Works with Reservations to assist the control of opened and closed dates, availability and condition of rooms and suites, and guest arrival patterns.
- Analyzes revenue and expenses results monthly.
- Assists in recruiting and selecting staff.
- Reports to the senior management regarding to unusual events (revenue, occupancy and guest complaints).
- Ensures daily manager log-book is maintained.
- Reviews VIP and arrival lists.
- Monitors credit policies and audits daily credit report on guest rooms where needed.
- Holds monthly, staff meetings with minutes taken and submitted to concerned persons.
- Develops employee recognition programs for his/her operating areas.
- Complies with company policies and standards.
- Ensures a high quality of secretarial service at the Business Center.
- To be familiar with emergency procedures of the hotel.
- Performs other duties as assigned by supervisor.
- Interacting with clients, guests, and VIPs in the lobby. Making sure guests’ are satisfied with the hotel services and provide immediate resolutions or assistances.
- Acknowledges and screens daily work schedule.
- Conducts daily briefing and de-briefing to heads of concerned sections.
- Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business.
- Establishes two-way communication with related departments.
- Communicates effectively with guests, subordinates, immediate supervisors and other section heads.
- Manages time effectively by meeting deadlines on time.
- Administers personnel action on leaves & overtime requests, disciplinary actions and commendation.
- Completes the profit and capital expenditure budget effectively and timely.
- Identifies and solves problems in a professional manner.
- Knows and understands the job description of all positions in his/her department and beware of others.
- Knows and understands policies relating to his/her department and others.
- Recognizes good quality products and presentation.
- Checks and improves all service standards established by the company.
- Supervises staff activities to maximize revenue and minimize costs.
- Provides assistance to the staff when required during peak periods.
- Maintains grooming standards for all personnel.
- Conserves energy and water at all time by not decreasing guest comfort and cleaning efficiency.
- Manages wastes by reducing and recycling the wastes, change staff behavior to carefully use all resources.
- Communicates effectively with guest, clients, business partners and employees.
- To be a good sales person to promote hotel’s image and businesses.
- Participates community projects or activities in order to promote the hotel’s image and cooperation to improve community relationship.
- Coaches and counsels all staff when applicable.
- Evaluate objectively the performance of staff in his/her responsibilities.
- Provides training to all staff in his/her department regularly.
- Motivates staff to grow within the company.
- Develops him/herself to be better manager at all times.
- Reports to Director of Rooms and works closely other department heads to ensure maximum guests satisfaction is delivered.
- Directs and supervises activities of the departments concurred
- Coordinates with other managers to ensure smooth operations and all activities of the hotel.
- Interacts with clients, guests, government officials, supplies, and other important
- Individual in the community in promoting the hotel.
- To be able to communicate with guests effectively and efficiently.
- Continuous learning through own IDP.
- Any other duties as may be assigned by the superior.
- Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.
- Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”
- Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
- Minimum education of Bachelor degree in Hotel Management or relevant discipline.
- Minimum of 8 years in Front Office experience in a similar capacity preferably in a 5 star class environment.
- Knowledgeable in Front Office Operations.
- Have excellent English communication skills both in written and spoken.
- Possess professional disposition with excellent interpersonal skills.
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