Front Desk Manager

Job Description

Job Summary

Our Client a group of Hotels and Restaurants in UAE

Job Description:

Job Purpose:

Manage the day-to-day activities of the guest service operations to maintain high quality of service according to client  standards.

 May serve as “manager on duty” as required and perform other duties as assigned including assisting staff with their job functions during peak periods.

1.Set departmental objectives, work schedules, budgets, policies, and procedures.

2. Oversee the entire Guest Service operation to maintain high standards according to client.

3. Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify any deficiencies with respective personnel to include guest service staff, Bell/Door staff and Concierge staff.

4. Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.

5. Conduct pre-shift meeting with staff and review all information relevant to the day’s business.

6. Document any late or absent employees to ensure that staff report to work as scheduled.

7. Schedule and conduct routine inspections of the guest service and over all areas to ensure that all policies are implemented as per client standards.

8-Monitor the appearance, standards, and performance of the guest service team Members with an emphasis on training and teamwork. 

9. Ensure Team Members have current knowledge of client  products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.

10. Ensure all staff is properly trained on systems and service standards and have the tools and equipment needed to effectively carry out their job functions.

11. Ensure that current information on rates, packages and promotions are available at the Guest service and that all staff is knowledgeable on such.

12. Maximize room occupancy at best rates and use up-selling techniques to promote client services and facilities.

13. Ensure regular and VIP Guests are recognized and the Guest service department operates with a sales attitude and promotes the brand’s loyalty scheme.

14. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

15. Resolve guest complaints in a timely manner with a positive attitude to ensure guest’s satisfaction.

16. Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.

17. Maintain positive guest relations at all times to improve guest’s satisfaction.

18. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

19. Monitor team members to ensure their adherence to client policies and ensure providing the guest with a flawless experience.

20. Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

21. Monitor communication logs and correspondences and ensure that guest requests are followed up within minutes.

22. Review previous night’s no-shows, verify, and ensure billing of such.

23. Assist and support the team and the accounting team in researching all disputed charges and contact guests were required to explain disputes regarding Guest service procedures.

24. Anticipate sold-out situations and know how many rooms are overbooked to make the needed analysis and share it with the concerned departments.

25. Handle overbooked or “walked” guests to ensure meeting the guests’ expectations and ensure maximize rooms’ occupancy.

26. Manage and follow up administrative tasks (team schedule, breaks, paperwork and sorting in and sorting out of vouchers) to maintain efficiency of work for the whole department.

Job Requirements:

• BACHELOR’S DEGREE IN ANY RELATED FIELD (TOURISM –
  HOSPITALITY) IS PREFFERD

• 5 – 7 years of experience 

• Computer Skills: MOS

• Languages: English: Excellent , Arabic