Front Office Manager at Waldorf Astoria Dubai International Financial Centre
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Key skills for this role
About the Role
Waldorf Astoria Dubai International Financial Centre seeks a Front Office Manager to oversee all Front Office operations, including Front Desk, Concierge, and Personal Assistant services.
Key Skills for This Role
Responsibilities
- Oversee day to day operations of Front Office department including Front Desk, Concierge, Personal Concierge, Personal Assistant services, guest journey management, valet services, and traffic movement
- Lead and manage Front Office systems including OnQ, ensuring accuracy of check in/check out processes, reporting, KPIs, and monitoring daily arrivals/departures
- Manage Synergy and Kipsu platforms in accordance with brand and company standards
- Oversee all financial and transactional activities within Front Office, ensuring compliance with internal controls and audit requirements
- Ensure all administrative duties are completed daily, weekly, and monthly in line with company standards
- Manage room allocations in accordance with guest preferences, profiles, and arrival times
- Coordinate closely with Housekeeping and other operational departments to ensure smooth arrivals, departures, and room readiness
- Drive performance against established targets including Hilton Honors enrollments, upselling initiatives, and guest engagement metrics
- Ensure guest arrival and departure experiences are consistently in line with Forbes Travel Guide standards
- Ensure clear, effective, and consistent communication between team members and leadership
- Inspire and motivate the team to consistently deliver exceptional service
- Manage Front Office departmental financial targets and P&L
Requirements
- Previous experience as Front Office Manager in a luxury hotel brand
- Strong leadership and communication skills
- Exceptional professional presence and impeccable grooming standards
- Excellent people management skills
- Solid knowledge of Forbes Standards
- Flexibility to respond to a range of different work situations
- Solid track record in maximizing guest satisfaction scores
- Strong knowledge of the local UAE market
- Proficiency with computers and computer programs, including Microsoft Word, PowerPoint
Full Job Posting
Job Description
- The Front Office Manager oversees all operational aspects of the Front Office Department, including Front Desk, Concierge, Personal Concierge and Personal Assistant services. This role ensures a seamless guest experience that aligns with the Forbes Travel Guide Five Star standards.
Operational Responsibilities
- Oversee the day to day operations of the Front Office department, including Front Desk, Concierge, Personal Concierge, Personal Assistant services, guest journey management, valet services, and traffic movement, ensuring seamless, elevated service delivery at all times.
- Lead and manage Front Office systems, including OnQ, ensuring accuracy of check in and check out processes, reporting, KPIs, and monitoring daily arrival and departure movements.
- Manage Synergy and Kipsu platforms, ensuring all processes are followed in accordance with brand and company standards.
- Oversee all financial and transactional activities within the Front Office, ensuring compliance with internal controls and audit requirements.
- Ensure all administrative duties are completed daily, weekly, and monthly in line with company standards.
- Manage room allocations in accordance with guest preferences, profiles, and arrival times to maximize satisfaction and loyalty.
- Coordinate closely with Housekeeping and other operational departments to ensure smooth arrivals, departures, and room readiness.
- Drive performance against established targets, including Hilton Honors enrollments, upselling initiatives, and guest engagement metrics.
- Ensure guest arrival and departure experiences are consistently in line with Forbes Travel Guide standards.
- Ensure clear, effective, and consistent communication between team members and leadership to support operational alignment and engagement.
People & Leadership
- Inspire and motivate the team to consistently deliver exceptional service and the highest standards of hospitality.
- Recognize and reward strong performance by managing a team member recognition program in line with company expectations.
- Recruit Front Office team members and leaders in accordance with company policies and statutory requirements.
- Proactively address underperformance through coaching and discussions, and where necessary, initiate formal disciplinary procedures in line with HR policies.
- Ensure vacation planning is completed, regularly updated, and aligned with operational and business requirements.
- Support succession planning by setting clear KPIs, maintaining training calendars, overseeing appraisals, and providing ongoing feedback and coaching.
- Ensure all Front Office team members consistently maintain a neat, clean, and well groomed appearance in accordance with brand standards.
Financial Responsibilities
- Manage the Front Office departmental financial targets and P&L, including upselling forecasts and accruals.
- Monitor and control departmental expenses to ensure alignment with approved budgets.
- Oversee all financial transactions, risk management, and audit requirements, ensuring full compliance with company policies and controls.
Commercial Responsibilities
- Manage all incremental revenue through effective guidance and coaching on room and breakfast upselling strategies.
- Ensure the consistent promotion and recommendation of hotel facilities and services to maximize overall hotel revenue.
Skills
- Previous experience as Front Office Manager in a luxury hotel brand
- Strong leadership and communication skills with a passion for delivering exceptional guest service.
- Exceptional professional presence, supported by impeccable grooming standards
- Excellent people management skills
- Solid knowledge of Forbes Standards
- Flexibility to respond to a range of different work situations.
- Solid track record in maximizing guest satisfaction scores
- Strong knowledge of the local UAE market
- Proficiency with computers and computer programs, including Microsoft Word, PowerPoint
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