Front Office Manager (United Arab Emirates) Dubai

Requirements

Requires a high school diploma with 4 years of experience or a 2-year degree in Hospitality or Business with 2 years of experience. Candidates must demonstrate strong leadership skills and a proven track record in guest services or front desk operations.

Job Summary

JOB SUMMARY

Responsible for all front office functions and staff. Areas of responsibility
include Bell Staff, Switchboard Operations, Guest Services/Front Desk and
Retail/Gift Shop, as applicable. As a department head, directs and works with
managers and employees to successfully execute all front office operations,
including guest arrival and departure procedures. Strives to continually improve
guest and employee satisfaction and maximize the financial performance of the
department.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 4 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; 2 years
experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Leading Guest Services 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.

• Serves as a role model to demonstrate appropriate behaviors.

• Supervises and manages employees. Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees’
absence.

• Establishes and maintains open, collaborative relationships with employees and
ensures employees do the same within the team.

• Ensures recognition of employees is taking place across areas of
responsibility.

• Communicates performance expectations in accordance with job descriptions for
each position and monitors progress.

• Celebrates successes and publicly recognizes the contributions of team
members.

Maintaining Guest Services and Front Desk Goals

• Achieves and exceeds goals including performance goals, budget goals, team
goals, etc.

• Manages day-to-day operations, ensuring the quality, standards and meeting the
expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your
work.

• Keeps Front Office team focused on the critical components of operations to
drive guest satisfaction and the desired financial results.

• Conducts department meetings and continually communicates a clear and
consistent message regarding the Front Office goals to produce desired results.

• Reviews staffing levels to ensure that guest service, operational needs and
financial objectives are met.

• Understands the impact of Front Office operations on the Rooms area and
overall property financial goals.

• Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

• Ensures compliance with all Front Office policies, standards and procedures.

• Ensures property policies are administered fairly and consistently,
disciplinary procedures and documentation are completed according to Standard
and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review
Process.

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.

• Supervises and managing employees. Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in employees’
absence.

• Acts as the “Service Champion” for the Front Office and creates a positive
atmosphere for guest relations.

• Displays leadership in guest hospitality, exemplifies excellent customer
service, and creates a positive atmosphere for guest relations.

• Strives to improve service performance.

• Empowers employees to provide excellent customer service.

• Ensures that all Front Office areas have an atmosphere that is conducive to
the overall guest experience.

• Reviews comment cards, guest satisfaction results and other data to identify
areas of improvement.

• Responds to and handles guest problems and complaints.

• Observes service behaviors of employees and provides feedback to individuals
and/or managers.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or
otherwise helping others to improve their knowledge or skills.

• Provides guidance and direction to subordinates, including setting performance
standards and monitoring performance.

• Establishes challenging, realistic and obtainable goals to guide operation and
performance.

• Solicits employee feedback, utilizes an “open door” policy, and reviews
employee satisfaction results to identify and address employee problems or
concerns.

• Ensures employees are treated fairly and equitably.

• Manages employee progressive discipline procedures for Front Office Staff.

• Administers the performance appraisal process for direct report managers.

• Interviews and hires managers and hourly employee team members with the
appropriate skills and in a timely manner to meet the business needs of the
operation.

Additional Responsibilities 

• Provides information to supervisors, co-workers, and subordinates by
telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and
solve problems.

• Informs and/or updates the executives, the peers and the subordinates on
relevant information in a timely manner.

• Identifies and analyzes Front Office operational challenges and facilitates
the development of solutions to prevent reoccurrence.

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
celebrated. Our greatest strength lies in the rich blend of culture, talent, 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.

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager,
the service delivery of a world-class luxury hotel, and the global reach of
Marriott International to create an entirely new experience in the world of
hospitality. EDITION delivers the best of both worlds in a delicate balancing
act – polish with personality, perfectionism with individualism, and comfort
with charisma and charm. The brand targets sophisticated, knowledgeable
consumers who understand quality, originality, design, and service excellence,
but who want it without limitations – breaking the bounds of convention and
demanding an attitude and a feeling wrapped in a package that showcases the
exceptional.
 
But to create this magical experience, we need you. We are looking for outgoing,
authentically amazing people who are looking for a place to work that inspires
them, challenges them and makes them proud to come to work. A place where
service comes from the heart, not from a handbook. A place that delivers a
never-ending theatrical performance that continuously delights and enchants each
and every one of our guests.
 
We invite you to join us today. In joining EDITION, you join a portfolio of
brands with Marriott International. Be where you can do your best work,
begin your purpose, belong to an amazing global  team, and become the best
version of you.

Responsibilities

Oversees all front office functions including guest services, bell staff, and retail operations to maximize financial performance and guest satisfaction. Leads and manages the front office team through coaching, performance monitoring, and operational oversight.

We are a job aggregator. All rights belong to the original company or recruiter. We do not claim ownership of any listings.