Front Office Manager
Dubai, UNITED ARAB EMIRATES
Job description
Job Description
Job Description
What you will be doing:
· Responsible for the quality of the services delivered to the customer for the Front Office department.
· Handle different guest challenges and situations and be part of the first response emergency team.
· Prepare and attend VIP’s arrival creating a personal experience for the Guest.
· Receive and deal with verbal complaints; forward to Front Office Manager when necessary.
· Communicates directly with Sales, Accounting, Housekeeping & Reservation and provides them with all relevant/ needed information.
· Ensuring the Telephone operator is working efficiently at all times and minimizing the number of abandoned calls.
· Maintain and improve quality of conversations & service in Front Office.
· Be aware of room status and also the competitors’ status.
· Optimise the occupancy rate and average room rate.
· Check the management of “no-show”
· Define the organization of work to be performed by the team members, and supervise, co-ordinate and plan daily activities of personnel
· Ensure that all entries in the logbook are read and followed up as is necessary.
· Ensure that there are ample stocks of all items needed and initiate requisition for supplies running low.
· Make sure that all ACCOR and Brand policies are respected
· Excellent knowledge of the Opera software operation and usage.
· Check credit limit report and follow up accordingly.
· Check discrepancy report and action accordingly.
· Aware about local requirements and compliances (follow up and responsible for DTCM and Police requirements).
· Train junior team member and co-ordinate the monthly on the job training for the whole department
· Prepare weekly departmental rosters in consultation with the Front Office Manager.
· Conduct timely appraisals and probation assessments for new employees.
· Coordinate with HR for departmental schedules and attendance finalization
· Create SOPs for new tasks and standards and parodically review the existing standards of the department.
Additional Information
Additional Information
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.