Assistant Front Office Manager - The St. Regis Downtown Dubai

Marriott Hotels Resorts; Dubai; On-site; AED 30,000 - 50,000; Full time

Job summary

A leading hospitality chain in Dubai is seeking an Assistant Front Office Manager to assist in daily operations and supervise the front desk team. The role involves ensuring exceptional customer service, managing guest complaints, and achieving financial performance goals. Candidates should have at least a high school diploma or relevant associate degree with experience in guest services. Excellent interpersonal and leadership skills are required.

Qualifications

• Strong leadership skills to manage the front desk team.
• Ability to resolve complaints and conflicts effectively.
• Experience in guest services and front desk operations.

Responsibilities

• Assist in administering front office functions.
• Supervise staff on a daily basis.
• Ensure high standards of guest satisfaction.
• Handle guest problems and complaints effectively.

Skills

Interpersonal skills

Communication skills

Leadership

Customer service

Problem-solving

Education

High school diploma or GED

2-year degree in Hotel Management

Job description

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 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; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect and cooperation among team members.
• Supervises and manages employees, handling all day‑to‑day operations. Understands employee positions well enough to perform duties in their absence.
• Ensures employee recognition takes place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day‑to‑day operations ensuring quality standards and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, resolves grievances and conflicts, or otherwise negotiates with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

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, providing guidance, feedback and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

• Provides information to supervisors and co‑workers by telephone, in written form, e‑mail or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates executives, peers and subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in their absence.
• Communicates critical information from pre‑ and post‑convention meetings to the Front Office staff.
• Participates in department meetings.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and where the greatest strength lies in the rich blend of cultures, talents and experiences of our associates. We are committed to non‑discrimination on any protected basis including disability, veteran status or other basis protected by applicable law.

Required Experience

IC