Assistant Front Office Manager

Fairmont Hotels & Resorts; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel chain in Abu Dhabi is looking for an experienced Front Office Manager to oversee guest relations and front desk operations. The ideal candidate will possess a Bachelor's degree in Hospitality Management and a minimum of 3 years of relevant experience. Proficiency in English and Arabic and expertise with Fidelio Opera PMS is essential. The position demands exceptional customer service skills, strong leadership, and the ability to multitask in a fast-paced environment. Join our team to create memorable guest experiences.

Benefits

Employee benefit card offering discounted rates worldwide

Learning programs through our Academies

Opportunity for talent development

Qualifications

• Minimum 3 years of experience in Front Office or Food and Beverage management.
• Proficiency in English and Arabic necessary.
• Exceptional customer service and interpersonal skills required.

Responsibilities

• Review and update the Logbook.
• Handle walk-in counter reservations and process call-in reservations.
• Resolve guest complaints and maintain associate relations.

Skills

Customer service

Problem-solving

Leadership

Multitasking

Communication

Education

Bachelor's degree in Hospitality Management

Tools

Fidelio Opera Property Management System

Microsoft Office Suite

Job description

Company Description

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, ensuring that work brings purpose to your life, so that during your journey with us you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS Accor’s commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

What’s in it for you

• Employee benefit card offering discounted rates worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities such as Planet 21.

Job Description

• Review and update the Logbook.
• Be smart, well groomed and maintain a friendly and cheerful disposition at all times.
• Report regularly on happenings to GRM.
• Maintain associate relations.
• Resolve guest complaints.
• Ensure the services are up to the required standard.
• Smooth check‑in / check‑out procedures.
• Check hotel situation, occupancy, functions, groups and VIPs.
• Co‑operation with hotel’s Departments Housekeeping, Engineering, F&B etc.
• Attend training classes as per schedule.
• Show full cooperation and respect within the team and other departments.
• Is aware of the daily activities and has product knowledge of all the hotel facilities.

Responsibility & Authority

• Internal: Works in harmony with related staff, General Manager (for Info), FO Manager (for guest history, VIPs).
• External: Clients of the Hotel.
• Materials: All IT related equipment allocated to the position.
• More detailed duties and responsibilities are listed in a checklist and are not meant to be complete. Local legislation and requirements may ask for adaptation and amendments. To fulfill the duties the jobholder is given the relevant authority to reach the goals by the Front Office Manager/ General Manager of the Hotel operation.

Main Duties and Responsibilities

• Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of guests.
• Keep Mis‑en‑place ready for VIP arrival (Reg. cards, room keys, welcome drink).
• Register and process check in/out for all VIP guests efficiently and professionally.
• Escort VIP guests to their rooms.
• Update guest information into the computer after a complete check in.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure.
• Handle walk‑in counter reservations at all times and process call‑in reservations when the room reservations section is closed.
• Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
• Resolve guests complaints/requests and liaise with the department concerned to ensure immediate follow‑up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Ensure that all messages, mails and packages are delivered to the guest room.
• Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned.
• Have knowledge of the hotel rate codes, packages, segmentation, discounts and how to handle each.
• Maintain continuous contact with hotel guests to ensure that any problem or complaint is handled efficiently & courteously.
• Follow up with the Bell desk regarding shuttle bus.
• Daily courteous calls to VIP rooms, so too with other guests.
• Report any unusual occurrences or request to manager.
• Be aware of the hotel accident prevention policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day.
• Check hotel situation, occupancy, functions, groups, VIPs.
• Re‑announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• Arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• Coordinate with the lobby manager regarding arrival & departure transport arrangements for the day.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day, he has to communicate all information the next shift has to know for a well running of the operations.

General / Miscellaneous

• Co‑ordination and information with the Housekeeping, Engineering and Guest Relations team.
• Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and is prepared for any emergency that may occur.
• Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
• Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Assumes responsibility of Duty Manager when scheduled to do so.
• Other duties as assigned.

Qualifications

• Bachelor's degree in Hospitality Management or related field (strongly preferred).
• Minimum 3 years of experience in Front Office or Food and Beverage management in the hospitality industry.
• Proficiency in English and Arabic (verbal, written, and reading).
• Expert knowledge of Fidelio Opera Property Management System.
• Advanced proficiency in Microsoft Office Suite.
• Experience with stock control systems and budgeting.
• Exceptional customer service and interpersonal skills.
• Strong problem‑solving and decision‑making abilities.
• Excellent communication skills at all levels of the organization.
• Proven supervisory and team leadership experience.
• Thorough understanding of hotel operations and guest services.
• Familiarity with local culture and customs in Jeddah, Saudi Arabia.
• Ability to work effectively in a multicultural environment.
• Flexibility to work varying shifts, including weekends and holidays.
• Strong attention to detail and organizational skills.
• Ability to multitask and work efficiently under pressure.
• Commitment to driving innovation and continuous improvement in guest services.

Additional Information

• Rixos Premium Saadiyat Island is a unique resort; where exclusivity and luxury define every experience, every time. Our luxurious family getaway is located on the pristine beach of Saadiyat Island with its clear blue waters and fine white sands overlooking the Arabian Gulf.
• At Accor, we are Heartists!

Your team and working environment

Are you ready to put your heart at the center of everything that you do? If so, then join our team of Heartists at Rixos Premium Saadiyat Island. Every day, we look for opportunities to engage on a personal & meaningful way with our guests and each other. We deliver heartfelt hospitality in an environment that is engaging, enthusiastic and professionally rewarding.