Mgr-Front Office II
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Key skills for this role
About the Role
JW Marriott in Dubai seeks a Front Office Manager to lead all front office functions, including Bell Staff, Switchboard, Guest Services, and Retail. Requires 4 years experience in guest services or a related degree with 2 years experience.
Key Skills for This Role
Responsibilities
- Lead and manage all front office functions including Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop
- Manage day to day operations, ensuring quality standards and meeting customer expectations
- Develop specific goals and plans to prioritize, organize, and accomplish work
- Review staffing levels to ensure guest service, operational needs and financial objectives are met
- Manage department controllable expenses to achieve or exceed budgeted goals
- Ensure compliance with all Front Office policies, standards and procedures
- Respond to and handle guest problems and complaints
- Interview and hire managers and hourly employee team members
Requirements
- High school diploma or GED; 4 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; 2 years experience in 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 a department head, directs and works with managers and employees to successfully execute all front office operations.
- Strives to continually improve guest and employee satisfaction and maximize financial performance.
Candidate Profile 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.
Core Work Activities Leading Guest Services 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.
- Ensures recognition of employees is taking place across areas of responsibility.
- Communicates performance expectations and monitors progress.
- Celebrates successes and publicly recognizes contributions.
Maintaining Guest Services and Front Desk Goals
- Achieves and exceeds goals including performance goals, budget goals, team goals.
- Manages day to day operations, ensuring quality, standards and meeting customer expectations.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Keeps Front Office team focused on critical components to drive guest satisfaction and financial results.
- Conducts department meetings and communicates clear and consistent message regarding goals.
- Reviews staffing levels to ensure guest service, operational needs and financial objectives are met.
- Understands impact of Front Office operations on 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.
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.
- Supervises and manages employees. Managing all day to day operations.
- Acts as the 'Service Champion' for the Front Office and creates a positive atmosphere.
- Displays leadership in guest hospitality and exemplifies excellent customer service.
- Strives to improve service performance.
- Empowers employees to provide excellent customer service.
- Ensures all Front Office areas have an atmosphere conducive to overall guest experience.
- Reviews comment cards, guest satisfaction results to identify areas of improvement.
- Responds to and handles guest problems and complaints.
- Observes service behaviors and provides feedback.
Managing and Conducting Human Resource Activities
- Identifies developmental needs and coaches, mentors, or helps others improve.
- Provides guidance and direction to subordinates, including setting performance standards.
- Establishes challenging, realistic and obtainable goals.
- Solicits employee feedback and utilizes an 'open door' policy.
- Ensures employees are treated fairly and equitably.
- Manages employee progressive discipline procedures for Front Office Staff.
- Administers performance appraisal process for direct report managers.
- Interviews and hires managers and hourly employee team members.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates by telephone, in written form, e mail, or in person.
- Analyzes information and evaluates results to choose the best solution.
- Informs and/or updates executives, peers and subordinates on relevant information.
- Identifies and analyzes Front Office operational challenges and facilitates solutions.
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