Mgr-Front Office II
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
JW Marriott Dubai is hiring a Front Office Manager to oversee all front office functions, including Bell Staff, Switchboard, Guest Services, and Retail. The role requires leading the team, ensuring exceptional guest service, managing operations, and achieving financial goals.
Key Skills for This Role
Responsibilities
- Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example.
- Encourage and build mutual trust, respect, and cooperation among team members.
- Serve as a role model to demonstrate appropriate behaviors.
- Supervise and manage employees; manage all day to day operations; understand employee positions well enough to perform duties in employees' absence.
- Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
- Ensure recognition of employees is taking place across areas of responsibility.
- Communicate performance expectations in accordance with job descriptions for each position and monitor progress.
- Celebrate successes and publicly recognize the contributions of team members.
- Achieve and exceed goals including performance goals, budget goals, team goals, etc.
- Manage day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develop specific goals and plans to prioritize, organize, and accomplish your work.
- Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Requirements
- High school diploma or GED; 4 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; 2 years experience in the guest services, front desk, or related professional area.
Full Job Posting
Job Summary
- Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable.
- As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.
- Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
Education And Experience
- High school diploma or GED; 4 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; 2 years experience in the guest services, front desk, or related professional area.
Leading Guest Services Team
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- 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. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Ensures recognition of employees is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Celebrates successes and publicly recognizes the contributions of team members.
Maintaining Guest Services and Front Desk Goals
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals.
Managing Projects and Policies
- Ensures compliance with all Front Office policies, standards and procedures.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
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, providing guidance, feedback, and individual coaching when needed.
- Supervises and managing employees. Managing all day to day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Acts as the 'Service Champion' for the Front Office and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Strives to improve service performance.
- Empowers employees to provide excellent customer service.
- Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Responds to and handles guest problems and complaints.
- Observes service behaviors of employees and provides feedback to individuals and/or managers.
Managing and Conducting Human Resource Activities
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Establishes challenging, realistic and obtainable goals to guide operation and performance.
- Solicits employee feedback, utilizes an 'open door' policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
- Ensures employees are treated fairly and equitably.
- Manages employee progressive discipline procedures for Front Office Staff.
- Administers the performance appraisal process for direct report managers.
- Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates by telephone, in written form, e mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at JW Marriott
Pool Life Guard
Doha, QAT
JW Marriott is hiring a Pool Lifeguard to ensure guest safety at the pool. Responsibilities include rescue techniques, monitoring swimmers, enforcing rules, and maintaining cleanliness. Requires CPR and First Aid certifi
Multi-Property Assistant Credit Manager
Dubai, UAE
JW Marriott seeks a Multi-Property Assistant Credit Manager to oversee credit operations for multiple properties in Dubai. The role involves approving credit issuance, auditing compliance, managing accounts receivable, a
Multi-Property Finance Manager
Dubai, UAE
JW Marriott seeks a Multi-Property Finance Manager to lead financial operations across properties in Dubai. The role requires financial management skills, including P&L analysis, budgeting, forecasting, and capital expen
Chef de Partie
Dubai, UAE
JW Marriott in Dubai is hiring a Chef de Partie to prepare special meals, monitor food quality, and assist with kitchen operations. The role requires at least 3 years of related work experience and a technical or vocatio
Chef de Partie
Dubai, UAE
JW Marriott is seeking a Chef de Partie in Dubai to prepare special meals, regulate cooking temperatures, and ensure food quality. The role requires at least 3 years of related work experience and a technical school degr
Commis 1
Dubai, UAE
JW Marriott Marquis Hotel Dubai is hiring a Commis 1 to join their culinary team. The role involves preparing and presenting dishes to high standards, supporting kitchen operations, and maintaining food safety. Candidate
Chef de Partie
Dubai, UAE
JW Marriott Marquis Hotel Dubai is hiring a Chef de Partie to prepare and cook food according to recipes and quality standards. The role involves regulating equipment temperatures, ensuring proper portioning, and maintai
Chef de Partie - VNTG
Dubai, UAE
JW Marriott Marquis Hotel Dubai is hiring a Chef de Partie for VNTG restaurant. The role involves preparing and cooking food according to recipes and quality standards, regulating equipment temperatures, and ensuring pro
Pool Life Guard
Doha, QAT
Multi-Property Assistant Credit Manager
Dubai, UAE
Multi-Property Finance Manager
Dubai, UAE
Chef de Partie
Dubai, UAE
Chef de Partie
Dubai, UAE
Commis 1
Dubai, UAE
Chef de Partie
Dubai, UAE
Chef de Partie - VNTG
Dubai, UAE