Front Desk Manager

Roles and Responsibilities

An opportunity has arisen for a Front Desk Manager to join the Front Office Team in Jumeirah Al Qasr . The main duties and responsibilities of this role are:

Operational:

• Ensure that all services offered in the Front Desk are always available and are carried out with the utmost efficiency and courtesy to effectively handle and resolve any guest problems or complaints as per the guidelines established and documented in the Rooms Operations Manual.
• Undertake duty management shifts as required, including night shifts, and assume responsibility in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests to effectively handle and resolve any guest issue and maintain operations at the required quality level.
• Review expected arrival rooms to ensure that rooms are arranged as per the preference of each guest and amenities placed prior to the guest arrival.
• Liaise closely with all relevant Departments with regard to servicing and handling of incoming groups, while meet and welcome regular and VIP guests in accordance with Company and the Hotel Guest Recognition Programs and protocol.
• Meet regularly with the Duty Managers to review the operation of the department to ensure smooth co-ordination and communication.
• Manage the day-to-day operations of the Front Desk providing guidance, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards and liaise with internal and external parties at the appropriate levels to ensure smooth flow of operations.

Administrational:

• Ensure compliance to all relevant Health, Safety and Environment management procedures and controls within a defined area of activity so that Company provides world class and luxurious hospitality services to its guests.
• Assist the sales team in controlling peak periods, resolving conflicts in bookings, changing dates and facilities for guests/groups to support the satisfaction of client needs according to the standards and processes of the Company.
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• Recommend some improvements to the Front Desk policy, implement approved departmental policies, processes and procedures, and provide instructions to subordinates and monitor their adherence so that work is carried out in a controlled and consistent manner while delivering a quality service to guests and maintaining standards of excellence.

About You:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor's degree in Hospitality management or relevant field from an accredited and renowned University.
• Proficient in English and a second language (Russian, German, Arabic or French) would be an added advantage.
• 2 years of experience in a similar position in a luxury hotel.
• 5 to 8 years of experience within the international hospitality industry and in a luxury hotel.

• Guest Relations :
  Ensuring exceptional service for guests, addressing inquiries, complaints, and special requests promptly and professionally.
• Staff Management :
  Supervising front desk staff, including training, scheduling, and performance evaluations to maintain high service standards.
• Check-In and Check-Out Processes :
  Overseeing the smooth operation of check-in and check-out procedures, ensuring efficiency and accuracy.
• Reservation Management :
  Managing reservations, coordinating with sales and marketing to optimize occupancy and revenue.
• Financial Transactions :
  Ensuring accurate handling of payments, billing, and cash management.
• Operational Oversight :
  Monitoring daily operations, including lobby cleanliness, maintenance issues, and overall guest experience.
• Reporting :
  Preparing reports on occupancy rates, revenue, guest feedback, and staff performance for management review.
• Crisis Management :
  Handling emergencies, guest complaints, or unexpected situations with professionalism and calmness.
• Collaboration :
  Working closely with other departments (housekeeping, maintenance, sales) to ensure a seamless guest experience.
• Policy Enforcement :
  Ensuring compliance with hotel policies, procedures, and safety regulations.

Key Skills

• Leadership :
  Strong ability to lead and motivate front desk staff, fostering a positive work environment.
• Customer Service :
  Exceptional interpersonal skills to provide outstanding service and address guest needs effectively.
• Communication :
  Clear and effective communication skills for interacting with guests and staff.
• Problem-Solving :
  Ability to quickly identify and resolve issues that arise in day-to-day operations.
• Organizational Skills :
  Excellent time management and multitasking abilities to handle various tasks simultaneously.
• Technical Proficiency :
  Familiarity with hotel management software and reservation systems.
• Attention to Detail :
  Ensuring accuracy in reservations, billing, and guest preferences.