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Director of Front Office

Abu Dhabi, United Arab Emirates, Abu Z¸aby [Abu Dhabi], United Arab Emirates

Director of Front Office

  • Abu Dhabi, United Arab Emirates
  • Rooms Division
  • Full time

Responsibilities:

  • Supports company's philosophy and company culture through the use of Pillars and Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
  • To oversee and direct the operation of Front Office, Guest Relations, Butler Services and Guest Services Center.
  • To formulate and implement the strategy related to the hotel’s daily operational needs ensuring consistent guest services, colleague productivity, and safety while constantly striving for improvement.
  • Ensure a warm and genuine arrival and departure experience
  • Keeps the Front Office & Front Services colleagues informed & up to date with information on rates, promotional programs.
  • Ensure that all subordinates are groomed according to hotel standards.
  • Maintain all department files and ensure that paperwork is dealt and kept accordingly.
  • Ensure that sufficient stationary and operational goods are available for the daily operation.
  • Serve as the Manager on Duty and stay, at all times, to carry out responsibilities of the “Manager-On-Duty” as per the schedule issued by the Executive Office.
  • Always ensure proper staffing with Guest experience and productivity in mind
  • Compile and maintain the daily Manager on Duty report
  • Ensure accurate communication of information and guest requests to all relevant departments
  • Personally, welcomes guests in all VIP categories as well as repeat guests; recognize and anticipate their individual needs
  • Ensure that Legendary Quality Standards, policies and procedures of Mandarin Oriental Hotel Group and Emirates Palace are properly understood and followed through
  • Perform all aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, for Front Services colleagues.
  • Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff.
  • Identifies quality improvement trends and effectively communicates issue to the Director of Rooms
  • Handle all guest complaints and comments relating to the department tactfully in line with MOHG standards.
  • Ensure that the Legendary Service Training manual, SOP and PnP is continuously updated, maintained and used effectively
  • Cooperate and coordinate teamwork with other departments
  • Manage the Front Office FOCUS (Upselling) Program, encouraging participation & growth.
  • Maintain high standards of Data Quality.
  • Manage departments Data Completeness score.
  • Ensure growth with the Departments LRA scores for both Arrival & Departure.
  • Develop & execute strategic and long-term objectives, as required by Director of rooms
  • To evaluate constantly the manning guide and plans the manning requirements to suit the operational requirements.
  • Responsible for control labor and operating expenses through effective scheduling, budgeting and purchasing.
  • Works with the Guest Relations Manager to create the guest recognition and amenities program.
  • Lead the daily arrivals meeting ensure that all guests preferences and requests are actioned and met.
  • Analyze and record all guests’ feedback and continuously drive for improvement.
  • Monitor in house guests’ satisfaction and manage guests’ complaint.
  • Perform any other reasonable duties as required by the Director of Rooms and Senior Management.
  •  

Skills Requirements:

  • Minimum 2 years’ experience as a Director of Front Office
  • Must have Extensive experience in a complex environment within an international luxury hotel group.
  • Experience a leading large team of multi-nationalities and cultures.
  • Experience in different operational departments (Rooms /Food &Beverage)
  • Preferably Worked in the Middle East.

 

Closing date: May 05, 2021

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