Job details:
Location: United Arab Emirates - Dubai
Job Type: Front Office, Front Office Manager
Job Level: Management
Dubai is a cosmopolitan city built on irrepressible ambition and unsurpassed luxury.
Home to the world's tallest building, the largest shopping mall, the iconic Palm Jumeirah and it is a place for those who seek the best the world has to offer.
The hotel features elegantly conceived accommodation, outstanding event and business facilities, a collection of 14 stylish bars and restaurants and the haven of health and relaxation that is Saray Spa and Health Club.
A marriage of rich and colorful cultural inspirations and design finesse makes it a destination with distinctive character and ambience.
JOB SUMMARY:
- Responsible for all front office functions and staff.
- Areas of responsibility include Bell Staff, At Your Service Operations & Guest Services/Front Desk.
- Directs and works with managers and associates to successfully execute all front office operations, including guest arrival and departure procedures.
- Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
Experience:
- High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.
Skills and Knowledge:
Computer Skills - Using computer hardware and software specific to job e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Operating Procedures - Knowledge of Standard and Local Operating Procedures (SOPs and LSOPs) that apply to job.
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Basic Computer Skills - Using basic computer hardware and software e.g., personal computers, word processing software, Internet browsers, etc.
Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
Mathematics - Using mathematics to solve problems.
Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
The following are specific responsibilities and contributions critical to the successful performance of the position:
Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.
Demonstrating Leadership - Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Improving Service - Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
Modeling Appropriate Behaviors - Serving as a role model to demonstrate appropriate behaviors.
Achieving/Exceeding Goals - Achieving and exceeding goals including performance goals, budget goals, team goals, etc.
Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
Guiding, Directing, and MotivatingSubordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Communicating Information Timely - Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
Setting Goals - Establishing challenging, realistic and obtainable goals to guide operation and performance.
Supervising Associates - Supervising and managing associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates' absence.
Managing Daily Operations of the area or department - Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
MANAGEMENT COMPETENCIES:
Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.
Applied Business Knowledge - Understands market dynamics, enterprise level objectives, financial metrics, and important aspects of the company business; skilled at using business knowledge to anticipate opportunities and risks.
Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.
Building Strategic Working Relationships - Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals.
Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.
Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
Leading Through Vision and Values - Keeps Marriott's values and business strategy at the forefront of decision making and actions.
Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
Strategic Decision Making - Ability to gather and organize information relevant to a long-range goal or vision, develop alternative strategies, and execute a course of action to carry out strategy.
Specific Tasks:
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Ensures compliance with all Front Office policies, standards and procedures.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- 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.
- Solicits associate feedback, utilizes an open door policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
- Ensures associates are treated fairly and equitably.
- Strives to improve service performance.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Empowers associates to provide excellent customer service.
- Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
- Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
- Ensures recognition of associates is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Manages associate progressive discipline procedures for Front Office Staff.
- 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.
- Administers the performance appraisal process for direct report managers.
- Interviews and hires managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
- Celebrates successes and publicly recognizes the contributions of team members.
- Responds to and handles guest problems and complaints.
- Observes service behaviors of associates and provides feedback to individuals and/or managers.
- Manages department controllable expenses to achieve or exceed budgeted goals.
- Ensures hotel 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.
- Responsible for guest profiles in OPERA
Please send your resume attached with a scan of your current photo to:
EMAIL: hotelstaffinternational@gmail.com
