Mgr-Front Office I
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Key skills for this role
About the Role
W Hotels in Riyadh seeks a Front Office Manager to assist in administering front office functions and supervising staff. The role involves managing day-to-day operations, ensuring guest satisfaction, and supporting front desk goals.
Key Skills for This Role
Responsibilities
- Assist Front Office Manager in administering front office functions and supervising staff daily
- Manage day to day operations ensuring quality and customer expectations
- Develop specific goals and plans to prioritize and accomplish work
- Handle complaints, settle disputes, and resolve grievances
- Supervise staffing levels to meet guest service, operational, and financial objectives
- Ensure regular communication with employees to create awareness of business objectives
- Understand impact of department operations on overall property financial goals
- Supervise all areas of Front Office in absence of Front Office or Assistant Front Office Manager
- Provide exceptional customer service and respond to guest problems
- Implement customer recognition/service program and train staff on credit policies
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 Front Office Manager in administering front office functions and supervising staff daily.
- Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.
- Ensures efficient check in/out process, guest and employee satisfaction, and financial performance.
Candidate Profile Education and Experience
- 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 Maintaining Guest Services and Front Desk Goals
- Manages day to day operations ensuring quality and customer expectations.
- Develops specific goals and plans to prioritize and accomplish work.
- Handles complaints, settling disputes, and resolving grievances.
- Supervises staffing levels to meet guest service, operational, and financial objectives.
- Ensures regular communication with employees to create awareness of business objectives.
- Understands impact of department operations on overall property financial goals.
Supporting Management of Front Desk Team
- Utilizes interpersonal and communication skills to lead and influence others.
- Encourages mutual trust, respect, and cooperation among team members.
- Serves as a role model and demonstrates appropriate behaviors.
- Supervises and manages employees; performs duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees.
- Supervises all areas of Front Office in absence of Front Office or Assistant Front Office Manager.
Ensuring Exceptional Customer Service
- Provides services 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 and provides feedback.
- Interacts with customers to obtain feedback on product quality and service levels.
Managing Projects and Policies
- Implements customer recognition/service program.
- Trains staff on credit policies to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue.
- 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 employee satisfaction issues 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.
- Analyzes information and evaluates results to solve problems.
- Updates executives, peers, and subordinates on relevant information.
- Performs all duties at Front Desk as necessary.
- Runs Front Desk shifts whenever necessary.
- Participates in departmental meetings and communicates Front Desk goals.
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