Front Office Manager

Duties and 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.

Competencies:

• Management Skills
• Problem assessment.
• Creative problem solving.
• Interpersonal skills.
• Leadership abilities.
• Teambuilding and supervision.
• Oral and written communication skills.