Front Office Manager
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Key skills for this role
About the Role
Le Meridien in Doha is seeking a Front Office Manager to oversee front desk, bell/door staff, and switchboard operations. The role involves managing daily operations, ensuring guest satisfaction, supervising staff, and handling complaints.
Key Skills for This Role
Responsibilities
- Manage day to day front office operations, ensuring quality standards and customer expectations are met
- Supervise staffing levels to meet guest service, operational needs, and financial objectives
- Handle guest complaints, settle disputes, and resolve grievances
- Train staff and monitor adherence to credit policies and procedures
- Supervise daily Front Desk shift operations and ensure compliance with policies and standards
Requirements
- High school diploma or GED; 2 years experience in 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
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 financial performance of the department
Candidate Profile
- High school diploma or GED; 2 years experience in 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
Core Work Activities
- 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
- Supervises staffing levels to ensure guest service, operational needs and financial objectives are met
- Ensures regular on going communication with employees to create awareness of business objectives
- Understands impact of department operations on overall property financial goals and manages to achieve or exceed goals
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
- Serves as a role model to demonstrate appropriate behaviors
- Supervises and manages employees; manages all day to day operations
- Establishes and maintains open, collaborative relationships with employees
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager
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
- Responds to and handles guest problems and complaints
- Sets a positive example for guest relations
- Empowers employees to provide excellent customer service
- Observes service behaviors of employees and provides feedback
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction
Managing Projects and Policies
- Implements the customer recognition/service program
- Trains staff and monitors adherence to all credit policies and procedures
- Supervises same day selling procedures to maximize room revenue and control property occupancy
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures
- Ensures property policies are administered fairly and consistently
Supporting Human Resource Activities
- Supports developmental needs of others through coaching and mentoring
- Solicits employee feedback and reviews employee satisfaction results
- Brings issues concerning employee satisfaction to the attention of department manager and HR
- Assists in interviewing and hiring of employee team members
- Supports departmental orientation program for new hire training
- Participates in employee progressive discipline procedures
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates by telephone, email, or in person
- Analyzes information and evaluates results to choose best solution and solve problems
- Informs and updates executives, peers, and subordinates on relevant information in a timely manner
- Performs all duties at the Front Desk as necessary
- Runs Front Desk shifts whenever necessary
- Participates in departmental meetings and communicates Front Desk goals
About Le Méridien
- Le Méridien is inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life
- Guests are curious and creative, cosmopolitan culture seekers
- We provide authentic, chic and memorable service along with experiences that inspire guests to savour the good life
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