Front Office Manager

MERCURE; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A well-known hotel chain in Dubai seeks a Front Office Manager to ensure service quality and handle guest needs. Responsibilities include managing departmental activities, training team members, and optimizing hotel occupancy. Candidates should have proficiency in Opera software and strong communication skills. This role emphasizes quality service and effective teamwork to enhance guest experiences in a dynamic environment.

Benefits

Diversity & Inclusion commitment

Career growth opportunities

Qualifications

• Proven experience in quality service management in a hotel environment.
• Ability to respond effectively to guest complaints and emergency situations.
• Excellent communication skills with various stakeholders.

Responsibilities

• Oversee service quality in the Front Office department.
• Handle guest challenges and be part of emergency response.
• Prepare for VIP arrivals and create personal experiences.
• Maintain efficient communication across all hotel departments.
• Train junior team members and develop standard operating procedures.

Skills

Quality Service Management

Emergency Response

Customer Complaint Handling

Communication with Departments

Telephone Operator Management

Knowledge of Opera Software

Training and Supervision

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.