Assistant Front Office Manager

Job Overview

Workplace and Schedule

• The position is based at The Luxury Collection property on Prince Mohammed Bin Abdulaziz Street in Jeddah, Saudi Arabia.
• The schedule is full time and the role is not remote.
• Front-office areas include Bell/Door Staff, Switchboard, Guest Services, and Front Desk.

Education and Experience

• A high school diploma or GED plus two years of relevant guest-services or front-desk experience is accepted.
• Alternatively, a relevant two-year degree may be accepted with no work experience required.
• Relevant degrees include Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.

Front Desk Team Management

• Lead, influence, encourage, coach, and counsel front-office employees.
• Support day-to-day operations and perform employee duties in their absence.
• Handle employee questions and concerns and communicate performance expectations.
• Support front-office areas when the Front Office or Front Desk Manager is absent.

Operations and Financial Goals

• Manage daily operations to meet quality standards and customer expectations.
• Develop goals and plans to prioritize, organize, and accomplish work.
• Supervise staffing levels against guest-service, operational, and financial objectives.
• Train staff on credit policies and procedures to reduce bad debts and rebates.
• Supervise same-day selling procedures to maximize room revenue and occupancy.

Guest Service

• Provide service that supports customer satisfaction and retention.
• Handle guest problems and complaints, seeking supervisory assistance when necessary.
• Interact with guests to obtain feedback on product quality and service levels.
• Set a positive example for guest relations and empower employees to provide excellent service.

Programs and Employee Support

• Implement customer recognition and service programs and review guest satisfaction results.
• Ensure employees have proper supplies and uniforms.
• Use guest information tracking systems to support repeat-guest recognition and problem resolution.
• Provide employee guidance, coaching, training, feedback, and performance-appraisal input.

Additional Duties

• Communicate relevant information to supervisors, coworkers, subordinates, executives, and peers in a timely manner.
• Analyze information and evaluate results to select solutions and solve problems.
• Perform front-desk duties as necessary and understand Bell Staff, Switchboard, and Concierge operations.
• Comply with loss-prevention policies and procedures.

About The Luxury Collection