Assistant Manager, Front Office
(13649)
Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with a distinct ability to captivate the imagination, and bring to the forefront the essence of a place.
Authentic and captivating, Bab Al Shams Desert Resort is a truly magical destination, where expertly curated itineraries and bespoke entertainment are the beating heart of our legendary desert-based destination. Part of our unique Rare Finds collection, the essence of Bab Al Shams joins our guests together to discover the most soulful experiences and humbling journeys, set against Dubai’s endless dunes and rich culture.
About The Role
To assist in managing and coordinating all Reception, Guest Relations, Concierge, Duty Manager, Guest Transportation, Valet Parking, Data Entry, Al Dukan Gift Shop, Night, and Guest Service Centre operations responsibilities. To ensure efficient, prompt, courteous, consistent quality, and proactive service for all guests.
About The Role
To assist in managing and coordinating all Reception, Guest Relations, Concierge, Duty Manager, Guest Transportation, Valet Parking, Data Entry, Al Dukan Gift Shop, Night, and Guest Service Centre operations responsibilities. To ensure efficient, prompt, courteous, consistent quality, and proactive service for all guests.
Key Duties and Responsibilities
• To ensure that Standard Operating Procedures are in place for all Front Office sections and that they are updated frequently and adhered to at all times
• To make sure that appropriate fire evacuation procedures are in place for all Front Office sections, that all Front Office employees are aware of them, and that regular departmental fire drills are carried out
• To work together with all other hotel departments and to ensure that all Front Office employees fully cooperate with staff from other hotel departments at all times
• To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and to develop strategies to address potential service shortfalls
• To ensure that pre-shift and post-shift briefings are conducted with all Front Office employees to make sure that all necessary information is communicated, all problems are followed up and all employees are aware of current VIP guests, hotel promotions, and room rates
• To be aware of local market competition, monitor trends within the industry, and make suggestions on how these could be implemented in our hotel
• To ensure that guest profiles in the hotel’s property management system are updated correctly after check-in and that all profiles are maintained, cleaned, and merged correctly and that regular requests are communicated to all Front Office employees and other departments as applicable & necessary
• To assist in maintaining the Customer Feedback system
• To regularly check the service quality provided by the Front Office employees through customer comments, and feedback during departmental & management meetings, etc. and to actively promote all ongoing incentive programs & guest feedback schemes and to communicate the results of such programs/schemes to the other HoDs and managers regularly
• To frequently inspect hotel rooms and provide the Housekeeping department with feedback on the status of the rooms
• To review tomorrow’s reservations, transportation requests, and room allocations and to correct any mistakes before they affect a guest’s stay and also to ensure that all special
• To carry out quality control functions in all areas of the department daily to ensure a consistently high quality of all services is maintained
• Monitors the Front Office employees to ensure all guests receive prompt and personal recognition.
• Takes care of the front desk operation including guest registration, room assignment, and check-out procedures.
• Assists the Front Office Manager in employee-related evaluations and consulting.
• Ensures that the various reports required for the Day to Day Operation are completed accurately, and distributed to the Concerned Departments.
• To handle guest complaints, comments, problems/requests, and other incidents in a professional & efficient manner, to document all complaints and incidents properly, and to ensure that other HoDs and Managers are fully informed about complaints/issues concerning their areas of responsibility
• To ensure standardization & consistency in administration matters, e.g. quotations, deposit policy, letters, and group handling
• To interact and communicate with guests & colleagues in a courteous, friendly, open, and honest manner at all times
• To be fully aware of all hotel policies, procedures, and government rules & regulations and to maintain good relations with the police and other local authorities at all times
• To be consistently well groomed & professional in appearance and to make sure that all Front Office employees on duty are correctly groomed and wearing the appropriate uniform and name badge at all times
• To monitor all displays of information in all Front Office areas regularly and to ensure that they are up to date
• To carry out Duty Manager shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management
• Together with the Front Office Manager, to be overall responsible for the quality of the welcome received by our guests and visitors and to ensure that guests and visitors are welcomed warmly checked in/out correctly and efficiently and that all charges are added to guest bills correctly and speedily
• To ensure that all guests’ passport data is entered into and removed from the HEIS system correctly, on time and in accordance with the current hotel & HEIS standards
• To make sure that all Front Office sections, especially Guest Relations and Bell Desk, are always fully aware of all activities taking place in the hotel, the city, and the region so that guests consistently receive up-to-date and correct information
• To assist in managing and coordinating all group and VIP arrivals and stays, ensuring that Reservations, Guest Relations and Reception work together with all other hotel departments so that the arrival, stay and departure of such guests run smoothly and according to the hotel’s standards
• Participates in Monthly Statistics and Reports.
• Selects and blocks the Rooms For the VIP's and Regular Guests, and coordinates with the Housekeeping Department for the proper preparation of Rooms.
• Inspect the VIP's Arrival Rooms Before Arrival Time, and to make sure that everything is ready, by checking the Fruit basket, amenities, Mini bar, etc.
• Greets the VIP guests in the absence of the Front Office Manager, or when he delegates, and escorts them to the Rooms.
• Ensures that Credit Extended to Guests is strictly Controlled and that the Mode of Payment is clearly understood within the limits of the Hotel Credit Policy.
• Review the expected arrivals for the day to identify possible no show to maximize room utilization consistently.
• Review all the Night Reports Each Morning before Distribution to ensure it is accurate.
• Reviews the No Show's from the previous day to ensure that the Billing or the action taken is appropriate.
• To regularly liaise with the Housekeeping Department regarding daily arrivals/departures and room allocations and with the Finance Department regarding all daily Front Office finance matters
• To physically check “out of order/out of service” rooms during peak periods and to rectify an “out of order” room’s status if possible and necessary
• To actively seek to increase room occupancy, average room rate and uptake of all other hotel services at all times and to coach & train all Front Office employees to do, too
• To ensure that all Front Office employees on duty are fully familiar with the hotel and conversant with all hotel services and the opening & closing times of all outlets
• Acts as the GHA Discovery champion of the property and is responsible for training new joiners, as well as refreshers and implementation of changes to the program
• To assist in the preparation of the department’s annual budgets, analyzing results, and in implementing corrective actions if required
• To assist in the control of departmental costs on an ongoing basis and in implementing corrective actions if required
• To be involved in determining salaries & bonuses for all Front Office employees and in the selection of CAPEX items for the department
• To make sure that all Front Office working materials/equipment, areas, signage and vehicles are always in good condition and cleaned/maintained regularly and that all faulty equipment, repair matters and health & safety concerns are immediately reported to the appropriate departments for rectification
• To manage & coordinate all book-outs to other properties ensuring that the right guests are picked and that the book-outs as well as the returns to our hotel of booked-out guests are handled according to our standards
• To be fully aware of the hotel’s credit policy and to make sure that all Front Office employees on duty are, too, and are adhering to all aspects of the credit policy at all times
• To ensure that a full credit-limit check, including Paymasters, is carried out and followed up daily and to investigate and, if necessary, address all potential credit risks
• To make sure that the registration card pits/buckets/files for all occupied rooms are checked daily for the correctness of the information on the registration card, billing backup, and charge dockets and that all mistakes found are corrected immediately
• To ensure that the end-of-shift banking/cashier closures for all Reception employees are checked thoroughly every day and that all mistakes are corrected immediately whenever possible
• To assist the Front Office Manager in controlling all room rates and approve all rate changes for in-house guests and to ensure that a daily rate discrepancies check is carried out and followed up
• To liaise with the Revenue Manager and the Accounts Department to make sure that all “no-show” bookings are followed up properly and that “no-show” bookings are charged according to the hotel’s standards
• Together with the Front Office Manager, to control the opening of all House and PM accounts and to ensure that appropriate backup is in place for all such accounts, that they are followed up regularly, and that any collection problems are brought to the attention of the Finance Department and the Director of Operations immediately
• To actively promote all ongoing incentive programs and guest questionnaires as well as seek general feedback from guests and communicate all information about incentive program results, etc. to the other HoDs and managers regularly as appropriate
Experience & Educational Requirements
• Degree or Diploma in Hotel Management or equivalent
• Qualification in Front Office Operations
• 2 years in a similar position in a five-star hotel.
• Middle East Experience is preferred
• OPERA/Fidelio Knowledge
• Computer skills
• Excellent communication skills
• Effective communication skills
• Excellent telephone skills
• Ability to attend emergencies in a level-headed manner
• The ability to multitask
• Professionalism
• Attention to Detail & Quality
• Problem Solving and Decision Making
• Interpersonal Skills
• Customer service oriented
Join a team that is warm,caring, connected and empowered to create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.