Wyndham Dubai Deira, Super 8 by Wyndham and Days Hotel is now seeking a Cluster Front Office Manager to join our team in Dubai, United Arab Emirates
The role holder will contribute to the performance of the hotel by leading and managing the Front Office Team including Front Office, Switchboard, Guest Relations, Concierge and Health Club.
He / she must able to effectively communicate, with all levels of associates and guests in an attentive, friendly, courteous and service oriented manner and be a representative of the brand’s service culture.
They will be the subject matter expert and go to person’ with regards to the processes required for key actions and problem resolution.
Ensures that check in procedure are strictly adhered.
Achieves maximum room occupancy within agreed overbooking policy.
Ensures that credit control procedures are strictly adhered to, that no bill exceeds the stipulated limit without prior approval and that written confirmation, purchase order, or orders are on file.
Makes sure that top producing accounts are protected during high book dates and inform them accordingly.
Ensures that all repeated guest are treated as VIP and amenities are extended throughout their stay.
Increases revenue by having a good relationship with airline managers for any lay over business.
Ensures all front office management operation is in line with the hotel policy.
Provides high degree of professional service to arriving and departing guests.
Makes sure all team members, reception, reservation, concierge, and telephone operators are providing a high standard of service.
Ensures that luggage is delivered to and collected from guest room speedily.
Makes sure that guest accounts are balanced daily and inform the Cluster General Manager for any variance.
Handles guest complains in a professional manner.
Trains front office team members to sell all other hotel outlets including food and beverage outlets.
Controls guest transportation requirements and oversee vehicle availability.
Works very closely with housekeeping department to guarantee the right product is served to the guest.
Ensures all guest service area including lobby are clean and safe.
Makes sure all out of the hotel surrounding area are clean and safe and see the security of guest.
Is the champion of Wyndham Rewards
Maintaining a business environment based on the Code of Conduct and Company Vision
Maintain and enhance the open door policy to all team members providing advice and guidance when needed in regards to their issues or concerns and / or grievances
Responsible for People leadership of direct reports and their teams (recruitment and selection, performance management (Appraisal / PDP), team member development and motivation, counselling / disciplinary issues.
Conduct regular coaching sessions / 1 : 1s with direct reports
Ensures that your department is fully compliant with Wyndham people processes and deadlines that govern all Wyndham properties.
E.g. AES, Success Matters, Probation reviews etc.
Ensures that the administration of the probation review process in your department and ensure that follow-up for all issues is done in timely manner and results of both follow-up and the initial reviews are communicated to all relevant parties
Talent Reviews taken place as per the communicated timeline and are live in the business
Ensure 100% compliance with all mandatory training for department as well as the Departmental Trainers are positively encouraged
Controls the LTO, Absence and Payroll in your department in conjunction with the HR Leader on property.
Manages the AES process in your department and ensure that the follow up meetings are done and the team members have timely feedback.
Conduct interviews for relevant roles in conjunction with HR
Reviews manning and re-recruitment of all positions in conjunction with HR
Ensures that you dine in the Team member restaurant at least three times a week and provide HR Leader on property feedback
Supports WeCom with quarterly People, Community and Sustainability engagement events
Conducts or chair regular communication meetings with team(s) and actively participate in relevant business meetings to facilitate effective communication.
Conducts documented 121’s with all direct reports
Shares all relevant information with Cluster General Manager
Quarterly Hotel Meeting
Plan and track departmental budget
Plan and track departmental holidays and lieu days as per the needs of the business
Ensure that the payroll is submitted to HR on the agreed date
SKILLS & COMPETENCIES
Good communication skills both oral and written
Attention to details
Ability to work under pressure
Problem solving skills
Excellent organizational and time management skills
Team members training and motivation skills
CERTIFICATION & EDUCATION
Experience as a Front Office Manager in a 4 / 5-star hotel
High level of expertise in Microsoft, Fidelio Opera and Micros is essential
Must be fluent in written and spoken English, any additional language is a plus
Manage and coordinate all front desk activities, staffing and guest relations
Strong customer service ethos
Pre-opening experience is a plus