Front Desk Manager

21c Museum Hotels; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

يبحث منتجع فخم في أبوظبي عن شخص لديه خبرة من 3 إلى 5 سنوات للعمل في قسم الاستقبال. يتطلب الوظيفة قيادة فريق، وتقديم خدمة عملاء مميزة، وحل الشكاوى. يجب على المتقدم أن يكون لديه خبرة في مهام إشرافية وفهم أنظمة إدارة الفنادق. سيقود المرشح الفريق وسيكون مسؤولاً عن استقرار العمليات خلال نوبات العمل. الوظيفة تتطلب مستوى عالٍ من الاحترافية والانتباه للتفاصيل.

Qualifications

• خبرة لا تقل عن 3–5 سنوات في قسم الاستقبال أو خدمات الضيوف.
• خبرة مثبتة في أدوار إشرافية أو إدارية ضمن عمليات الاستقبال.
• مهارات قيادية وإدارة فرق قوية.

Responsibilities

• تقديم خدمة متميزة للضيوف والتعامل مع شكاواهم.
• الإشراف على موظفي الاستقبال ودعمهم خلال إجراءات تسجيل الوصول والمغادرة.
• إعداد تقارير الحوادث والتوصية بإجراءات تصحيحية.

Skills

قيادة فريق

خدمة العملاء

حل المشكلات

التواصل الجيد

Tools

أنظمة إدارة الفنادق (PMS)

Job description

معلومات عن الشركة

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort with a stunning setting on Abu Dhabi Creek. Our luxurious urban hideaway offers unparalleled panoramas over the glittering white-marble minarets of iconic Sheikh Zayed Grand Mosque. Alongside exquisite restaurants and bars, Fairmont Abu Dhabi boasts 366 spacious rooms, suitesand a villa. Designed with discerning business and leisure guests in mind, our incomparable facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.

وصف الوظيفة

• Act as a role model at all times by demonstrating high standards of punctuality, grooming, professionalism, leadership, guest service, and adherence to hotel policies and procedures, while fostering strong interdepartmental cooperation.
• Support and actively promote company and hotel policies, including participation in Employee Opinion Surveys (EOS), Health & Safety, and Guest Satisfaction Index (GSI) initiatives.
• Handle guest inquiries, concerns, and complaints with discretion, tact, and professionalism, ensuring timely and effective resolution while protecting the hotel’s reputation.
• Keep the Front Office Manager and Director of Rooms informed of any guest-related matters affecting welfare, behavior, or overall guest experience.
• Ensure police reports are completed accurately and on a regular basis when required.
• Ensure all Front Office colleagues are fully informed of daily inventory status, yield strategies, revenue management, and applicable selling rates.
• Address all guest complaints promptly and ensure appropriate follow-up to achieve maximum guest satisfaction and safeguard the hotel’s interests.
• Prepare detailed incident reports and recommend corrective actions to prevent recurrence of incidents, accidents, thefts, or complaints.
• Ensure the safety and security of guests, patrons, and employees during emergencies, with the protection of the hotel’s interests as a top priority.
• Maintain full knowledge of emergency procedures and actively participate in emergency drills.
• Lead the Emergency Response Team (ERT) during emergency situations in accordance with the Fire and Evacuation Plan.
• Monitor the car park and hotel driveway to ensure safety and smooth traffic flow.
• Conduct regular rounds of the hotel to ensure smooth operations across all departments.
• Authorize after-hours access and key distribution, including dry stores and beverage stock, as required.
• Supervise Front Desk colleagues and provide hands-on support during check-ins and check-outs.
• Carry out any additional duties assigned by the Front Office Manager.
• Submit clear, unbiased shift reports to all relevant departments at the end of each shift.
• Assume full responsibility for the smooth operation of the hotel during assigned shifts and, in the absence of the Front Office Manager or Director of Rooms, exercise full authority over Front Office operations and guest-related decisions.

المؤهلات

• Minimum of 3–5 years of experience in Front Office or Guest Services, preferably in a luxury hotel or high-volume property.
• Proven experience in supervisory or managerial roles within Front Office operations.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and customer service skills.
• Sound knowledge of hotel management systems (PMS) and front office procedures.
• Strong problem-solving and decision-making abilities.
• Ability to handle guest complaints and emergency situations professionally.
• Knowledge of revenue management, inventory control, and yield strategies.
• High attention to detail and organizational skills.
• Ability to work under pressure in a fast-paced environment.