Assistant Front Desk Manager

Rosewood Hotels and Resorts; United Arab Emirates; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a dedicated individual to join their team. This role emphasizes maintaining high standards of service and guest satisfaction in a luxury environment. You'll be responsible for overseeing daily operations, ensuring that guests receive prompt and courteous service, and managing staff performance. If you thrive in a fast-paced environment and possess strong organizational skills, this opportunity allows you to make a significant impact in a prestigious setting. Join a team where your contributions will be valued and recognized in delivering exceptional guest experiences.

Qualifications

• Minimum two years' experience in luxury or ultra-luxury hotel.
• Attention to detail and strong organizational skills are essential.

Responsibilities

• Maintain knowledge of all hotel features and services.
• Resolve guest complaints and ensure satisfaction.
• Monitor cleanliness and organization of work areas.

Skills

Attention to detail

Organizational skills

Teamwork

Customer service

Problem-solving

Education

High school diploma or equivalent

Tools

Property management systems

POS systems

Job description

Responsibilities

1. Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
2. Ensure that standards are maintained at a superior level daily.
3. Know the correct maintenance and use of equipment; use equipment only as intended.
4. Anticipate guests' needs, respond promptly, and acknowledge all guests regardless of busyness or time of day.
5. Maintain positive guest relations at all times.
6. Resolve guest complaints to ensure satisfaction.
7. Monitor and maintain cleanliness, sanitation, and organization of work areas.
8. Know all hotel features, services, hours of operation, room types, layout, decor, appointments, and location.
9. Be familiar with all room rates, packages, promotions, and daily house counts, expected arrivals/departures, VIPs, and room availability.
10. Access all computer system functions; answer phones within 3 rings using proper etiquette.
11. Establish par levels for supplies, complete requisitions, and ensure current rate, package, and promotion information is available and understood by staff.
12. Review daily business levels, anticipate critical situations, and plan solutions.
13. Prepare and adjust weekly work schedules; ensure staff reports as scheduled, document absences, and coordinate breaks.
14. Assign work duties, conduct preshift meetings, and review all pertinent information.
15. Inspect staff grooming and attire; ensure readiness of materials and equipment.
16. Monitor staff performance and rectify deficiencies.
17. Oversee hotel front entrance and check-in/out processes, assisting with congestion and guest processing as needed.
18. Monitor communication logs, safe deposit boxes, guest mail, express checkouts, and ensure procedures are followed.
19. Ensure guest interactions are prompt and courteous, resolve discrepancies, and assist staff to ensure guest satisfaction.
20. Adhere to safety and security protocols, including for guest and staff accidents or injuries.
21. Ensure cashiering procedures comply with policies, including handling shortages, overages, charges, and payments.
22. Review previous night’s no-shows, assist with disputed charges, and handle problem payments.
23. Manage overbooking situations and handle guest walk-overs.
24. Conduct monthly feedback meetings, participate in hiring, and coordinate with finance and reservations departments quarterly and monthly, respectively.
25. Engage with guests who faced challenges, ensuring follow-up and farewell upon checkout.
26. Follow Emergency Response Team procedures, acknowledge staff in surveys, and share reports on glitches during briefings.

Qualifications

1. Minimum two years' experience, preferably in a luxury or ultra-luxury hotel.
2. High school diploma or equivalent.
3. Attention to detail, speed, accuracy, organizational skills, calmness, and good judgment.
4. Ability to work cohesively as part of a team, maintain confidentiality, and work independently.
5. Familiarity with yield management and cost controls; proficiency with property management systems and POS systems.
6. Fluent in English; additional languages preferred.
7. Physical ability to perform required movements, exert effort, and communicate effectively.
8. No specific licenses or certifications required.