Front Office Manager

Kempinski Hotels SA; Dubai; On-site; AED 120,000 - 170,000; Full time

Job summary

Kempinski Hotels is seeking a Front Office Manager to lead the Rooms Division in Dubai, overseeing Reception, Concierge, PABX and Guest Services to uphold Kempinski standards and exceptional guest experiences.

You will manage budgets, staffing, training and VIP service while maintaining high visibility with guests and employees, coordinating with departments and ensuring compliance with local authorities. A proactive, customer-focused leader is required.

Qualifications

• Bachelor degree in Hospitality Management or equivalent.
• 3 years relevant experience in a similar position in a renowned international hotel brand.
• International experience in a 5-star property.
• Ability to work and communicate in a multinational environment.

Responsibilities

• Involvement in budget preparations and responsible for profit & loss.
• Maximise hotel revenue by controlling room inventory, group blocking, packages, up-selling, adhering to policies to maximise REVPAR.
• Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
• Control the duty roster for sub departments guaranteeing quality and cost efficiency.
• Oversee labour cost controls within budget limits and occupancy variances to maximise productivity.
• Conduct interviews with future employees.
• Identify training needs, develop and manage performance.
• Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
• Manage all operational tasks as well as their respective delegation and follow-up.
• Carry out disciplinary actions in line with company procedures.
• Re-evaluate workflows to improve and optimise organisation.
• Implement and evaluate procedures and policies.
• Ensure clear communication within departments.
• Verify that all information requested by the local police authorities are adhered to and prepared accurately.
• Organise regular departmental meetings.
• Detail hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
• Conduct daily walk throughs to ensure quality standards.
• Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.
• Set short term and long term measurable objectives to continually improve service levels.
• Responsible for maintaining 85% scoring for LQA inspections.
• Greet VIP guests and escort them to their room.
• Manager on Duty weekdays and weekends.
• Rooms Division responsibility in their absence.
• Pre-Opening tasks and responsibilities where applicable.

Skills

Excellent communication skills

Planning, organisational and analytic

Microsoft Office knowledge

Multinational environment

Education

Hospitality Management Bachelor Degree

3 years relevant experience in international hotel

International experience in a 5-star property

Tools

Opera knowledge

Job description

Front Office Manager

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: United Arab Emirates - Dubai

Description

Responsible for the operations of the Reception, Concierge, PABX, Business Center ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.

Key Responsibilities

• Involvement in budget preparations and responsible for profit & loss
• Maximise hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.
• Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
• Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
• Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
• Conduct interviews with future employees.
• Identify training needs, develop and manage performance.
• Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
• Manage all operational tasks as well as their respective delegation and follow-up.
• Carry out disciplinary actions in line with company procedures.
• Re-evaluate work flows to improve and optimise organisation.
• Implement and evaluate procedures and policies.
• Ensure clear communication within departments.
• Verify that all information requested by the local police authorities are adhered to and prepared accurately.
• Organise regular departmental meetings.
• Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
• Conduct daily walk throughs to ensure quality standards.
• Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.
• Set short term and long term measurable objectives to continually improve service levels.
• Responsible for maintaining 85% scoring for LQA inspections.
• Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
• Manager on Duty weekdays and weekends.
• Rooms Division responsibility in their absence.
• Pre-Opening tasks and responsibilities where applicable.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Skills, Knowledge and Expertise

• Hospitality Management Bachelor Degree or equivalent in any related field such as Administration or Tourism Management
• Three (3) years relevant experience in a similar position in a renown international hotel brand
• International experience in a 5 star property
• Ability to work and communicate in a multinational environment:
• Local language – excellent oral and written skills (where applicable)
• English – excellent oral and written skills
• Additional language - beneficial
• Motivating, guiding and empowering
• Planning, organisational and analytical skills
• Excellent communication skills
• Very good knowledge of Microsoft Office applications
• Excellent Opera knowledge

About Kempinksi

Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please and educated to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.