Front Office Manager

Accor Hotels; Deira; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hospitality company in Dubai is seeking a Front Office Manager to ensure the delivery of high-quality services and manage guest experiences. Responsibilities include handling guest complaints, training staff, and maintaining operational standards. The ideal candidate will have strong leadership abilities and knowledge of Opera software. This role offers a chance to work in a diverse and inclusive environment, fostering a welcoming atmosphere for both staff and guests.

Responsibilities

• Ensure quality service in the Front Office department.
• Handle guest challenges and emergencies.
• Prepare personal experiences for VIP guests.
• Manage verbal complaints effectively.
• Collaborate with Sales, Accounting, Housekeeping, and Reservations.

Tools

Opera software

Job description

Job Description

What you will be doing:

• Responsible for the quality of the services delivered to the customer for the Front Office department.
• Handle different guest challenges and situations and be part of the first response emergency team.
• Prepare and attend VIP’s arrival creating a personal experience for the Guest.
• Receive and deal with verbal complaints; forward to Front Office Manager when necessary.
• Communicates directly with Sales, Accounting, Housekeeping & Reservation and provides them with all relevant/ needed information.
• Ensuring the Telephone operator is working efficiently at all times and minimizing the number of abandoned calls.
• Maintain and improve quality of conversations & service in Front Office.
• Be aware of room status and also the competitors’ status.
• Optimise the occupancy rate and average room rate.
• Check the management of “no-show”
• Define the organization of work to be performed by the team members, and supervise, co-ordinate and plan daily activities of personnel
• Ensure that all entries in the logbook are read and followed up as is necessary.
• Ensure that there are ample stocks of all items needed and initiate requisition for supplies running low.
• Make sure that all ACCOR and Brand policies are respected
• Excellent knowledge of the Opera software operation and usage.
• Check credit limit report and follow up accordingly.
• Check discrepancy report and action accordingly.
• Aware about local requirements and compliances (follow up and responsible for DTCM and Police requirements).
• Train junior team member and co-ordinate the monthly on the job training for the whole department
• Prepare weekly departmental rosters in consultation with the Front Office Manager.
• Conduct timely appraisals and probation assessments for new employees.
• Coordinate with HR for departmental schedules and attendance finalization
• Create SOPs for new tasks and standards and parodically review the existing standards of the department.

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.