Front Office Manager

Industry:
Hotels
Department:
Front of House
Job Role:
Front Office Manager
Level:
Department Head, Management
Location:
United Arab Emirates (UAE)
Area:
Dubai
Salary Description:
Competitive Salary and Benefits
Posted:
12-Jun-19
Recruiter:
Hotel Occidental IMPZ Dubai
Job Ref:
10023

GENERAL SUMMARY:

The Front Office Manager is responsible in overseeing, directing, and managing all Front Office operations to obtain maximum guest satisfaction and to provide professional and excellent hospitality service to the guests ensuring that their stay with Occidental IMPZ Dubai will become a memorable experience.

SPECIFIC DUTIES & RESPONSIBILITIES:

• Lead all functions within Front Office to achieve guest satisfaction and optimal room revenue
• Manage and monitor the entire Front Office operations in accordance with the department policies and procedures
• Ensure maximum guest satisfaction through involvement with the guests; exceeds guests’ expectations and meets required standards
• Conducts daily briefings/shift handovers to advise all staff on the daily activities
• Understand daily hotel operations and activities (total room occupancy, number of arrivals, departure guests, and VIPs)
• Be knowledgeable on hotel services, operational hours, amenities, functions, and ongoing promotional activities (if applicable)
• Ensure sufficient staff is allocated in accordance with business forecasts to support an efficient and smooth operation
• Supervise staff and ensures adherence with all Front Office policies, standards and procedures
• Ensure team members have an up-to-date knowledge of all arrivals, departures, VIP list, room categories and amenities and ensure appropriate standards are applied
• Fully knowledgeable of the OPERA System including all operational and reporting functions
• Greet and escort arriving VIP guests, repeat guests, and MyBarcelo members
• Coordinate with Chief Engineer for any maintenance and repair requirements
• Coordinate with Housekeeping Manager for the availability of rooms
• Ensure that the management is fully informed of all issues and unusual matters with regards to guests at all times
• Handles complaints, settling disputes, and resolving grievances and conflicts in a timely and professional manner
• Monitor customer satisfaction, identifying shortfalls and formulating possible solutions
• Monitor Front Office activities regarding discounts, advance deposits, billing instructions, and compliance with hotel credit policies
• Analyze own department’s budgets, targets, objectives, and cost control methods to assist in the financial management of the department and company
• Set the annual budgets for the entire Front Office Department
• Analyze Profit and Loss accounts for own’s department on a monthly basis, resolving overspend if there is any, and implement improvement in conjunction with the management
• Prepare and analyze daily, weekly, monthly reports as per company standards
• Update Front Office policies and procedures and communicate to the team accordingly

Contact Details:
Hotel Occidental IMPZ Dubai
Tel: .
Contact: HR Department

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