Assistant Front Office Manager - The Jeddah EDITION
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Key skills for this role
About the Role
EDITION Hotels seeks an Assistant Front Office Manager to assist in administering front office functions and supervising staff. The role ensures efficient check-in/out, guest satisfaction, and financial performance.
Key Skills for This Role
Responsibilities
- Assist the Front Office Manager in administering front office functions and supervising staff daily.
- Manage day to day operations ensuring quality standards and customer expectations are met.
- Handle complaints, settle disputes, and resolve grievances.
- Supervise staffing levels to meet guest service, operational, and financial objectives.
- Ensure ongoing communication with employees to create awareness of business objectives.
- Understand and manage department's impact on property financial goals.
- Lead and influence team members; demonstrate honesty and integrity.
- Supervise all areas of Front Office in absence of Front Office Manager.
Requirements
- High school diploma or GED; 2 years experience in guest services, front desk, or related area.
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Full Job Posting
JOB SUMMARY
- Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis.
- Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.
- Ensures guest and employee satisfaction and maximizes the financial performance of the department.
Education and Experience
- High school diploma or GED; 2 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; no work experience required.
Supporting Management of Front Desk Team
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees; manages all day to day operations.
- Ensures employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
- Manages day to day operations, ensuring quality, standards and meeting customer expectations.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Handles complaints, settling disputes, and resolving grievances and conflicts.
- Strives to improve service performance.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals.
- Participates in development and implementation of corrective action plans.
- Emphasizes guest satisfaction during all departmental meetings.
Ensuring Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
Managing Projects and Policies
- Implements the customer recognition/service program.
- Ensures compliance with all Front Office policies, standards and procedures.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Additional Responsibilities
- Provides information to supervisors and co workers by telephone, in written form, e mail, or in person.
- Analyzes information and evaluating results to choose the best solution.
- Informs and updates executives, peers, and subordinates on relevant information.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre and post convention meetings to Front Office staff.
- Participates in department meetings.
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