Front Office Manager
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Key skills for this role
About the Role
W Hotels in Riyadh seeks a Front Office Manager to oversee front desk, bell/door staff, and switchboard operations. The role ensures efficient check-in/out, guest satisfaction, and financial performance.
Key Skills for This Role
Responsibilities
- Manage day to day front office operations, ensuring quality and customer satisfaction
- Supervise staffing levels to meet guest service, operational, and financial objectives
- Handle guest complaints, disputes, and grievances
- Train staff on credit policies and same day selling procedures to maximize revenue
- Support employee development through coaching, mentoring, and orientation
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. Directs and works with managers and employees to carry out procedures ensuring an efficient check in
Candidate Profile
- 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.
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 communication with employees to create awareness of business objectives.
- Understands the impact of department operations on overall property financial goals and manages to achieve or exceed goals.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- Encourages mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees; performs duties in employees' absence.
- 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.
- Ensures employees understand customer service expectations and parameters.
- Emphasizes guest satisfaction during all departmental meetings.
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 occupancy.
- Supervises daily Front Desk shift operations and ensures compliance with policies.
- 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 satisfaction results.
- Brings issues concerning employee satisfaction to department manager and HR.
- Assists in interviewing and hiring employee team members.
- Supports departmental orientation program for new hires.
- 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 the best solution.
- Informs and updates executives, peers, and subordinates 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 W Hotels
- W Hotels’ mission is to Ignite Curiosity, Expand Worlds.
- Whatever/Whenever is our culture and service philosophy.
- W Hotels is part of Marriott International.
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