Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally involving himself in all required aspects of the Reception.
Provide direction and support to all FO colleagues at any time, particularly during the operational hours.
Support the Assistant FO Manager – Front Office Manager when required to train colleagues in accordance with the applicable standards and policies.
Follow the duty schedule and assure all tasks are completed at all times in a timely manner.
Assure the back and front of house areas of the Reception are clean and tidy at all times.
Constantly identify areas for improvement in Front Office service quality through guest comments, comment cards and guest incident reports and share observations and recommendations with the Assistant FO Manager – Front Office Manager
Encourage proactive, efficient and effective communication within the team in order to promote a climate of teamwork and enthusiasm.
Ensure that Mandarin Oriental Jumeiras grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.
Identify departmental learning and development needs for all colleagues of the department and share those with the Assistant FO Manager – Front Office Manager.
Checking in advance on manning levels and other parameters affecting shifts on a daily basis.
Support the Assistant FO Manager – Front Office Manager to maintain a clear overview of PSMS by carrying out regular checks on accuracy of the system
To report through the assigned system and follow up all maintenance defaults affecting delivery of service.
To ensure cashiering is carried out properly by the team and daily cash and credit collections are in order and submitted to accounting after end of shift.
To perform and check all duties related to shift opening and closing check list.
Handle effectively any kind of customer complaints being verbal or written. More severe customer complains will be reported to managers without fail.
Greet and escort guests promptly to their rooms.
Handle guests complaints
Help the Bell team when needed
Handle cash drawer properly as outlined in the MODUB Controllers manual
Ensure team product knowledge is maintained, updated and regularly tested.
Attend and conduct meetings during absence or unavailability of management team.
Perform any other reasonable duties as required by the Assistant FO Manager – Front Office Manager.
Arrange fulfilment of guest services by working with the Concierge, Housekeeping, PBX, Reservations and Room Service colleagues
Communicate clearly with the Night Auditor and Accounting.
Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly
Skills & Qualifications
Senior High School qualification or equivalent
Degree in Hospitality or Hotel Management is an advantage
Strong commands of Microsoft Office products, PSMS, GoConcierge, HotSoS, and Rex.
Previous experience working in the Middle East is an advantage.
Hotel pre-opening experience is an advantage. Ability to understand guest needs and expectations and to deliver superior customer.
Perform job with attention to details and the ability to organize and handle multiple tasks effectively.
Clear communication; effective verbal and written communication skills in English. Arabic is an advantage.
Proven ability to successfully motivate and lead a team.
Ability to plan and organize large projects.
Ability to prepare departmental reports.
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