Ensures that all Front Office Policies and Procedures are adhered to
Ensure VIP procedures are being met or exceeded on a daily basis for all VIP Guests
Coordinate the Arrival, Stay and Departure experience for all VIP guests to ensure a seamless experience
To understand and promote the hotel’s and departmental vision
Lead by example and sustain an environment of mission, vision of establishment and positive Colleague relations
Develop and maintain standards for the department, while adhering to Marjan Island Resort and Spa’s core standards
Provide direction and support to Guest Relations Officers, Front Office Supervisory positions and Colleagues in their daily tasks relating to their roles
Ensure that all Front Office team have the supplies needed to perform their duties
Communicate and liaise effectively with other leaders in the department and hotel
Creates an environment that allows Colleagues to achieve job fulfillment and provides a path for career development with Marjan Island Resort and Spa.
Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
Responsible to balance operational, administrative and Colleague needs
Responsible for ensuring consistency in exceeding guest service expectations
Energize the brand by promoting our Guest loyalty program : TBA
Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines.
Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation
Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded
Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office colleagues.
Controls and provides feedback on labour and operational expenses
Support daily and weekly selling strategy in accordance with yield recommendations and promotes maximizing of revenue and occupancy on a daily basis
Ensure all daily, monthly and quarterly reporting are completed on a timely basis
Ensure review of daily payroll punches and edits as necessary, record time and attendance occurrences for all colleagues in Time and Attendance Log
Review, verify and react to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations.
Ensure that each of them has a checklist attached and it has been completed.
Adhere to and sign off on all cash handling, balancing of shift closings, and adjustments
Maximize our brand by promoting our upsell programs
Ensure all welcome calls and reservation confirmation calls are being completed by Marjan Service daily and it is being maintained consistently
Maintain and report deficiencies in the department and knowledge of all safety and emergency procedures
Effectively maximizes inventory levels during high occupancy / sold out nights
Adheres to and promotes the Company’s Health & Safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
Cover Duty Manager shifts as required
Attend monthly Credit meetings and ensure all accounting procedures are adhered to throughout the department, including monitoring Guest balance and city ledger accounts
Coordinate with the Front Office and Housekeeping to insure VIP preferences are consistently met
To provide a visual management presence in the Hotel Lobby
To ensure the safe running of the hotel
To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement
To be informed and compliant with all forms of hotel systems and technology, Internet access, telephones and able to resolve issues
To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned
To ensure that an accurate Marjan Service and Department Guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team
To be fully conversant with the day’s events and respond promptly to the service needs of Guests
To be aware of all disabled Guests, ensuring that we provide easy and efficient access to the hotel using equipment designed for this process Eg.
stair climbing machine and ramp
As a trained a First Aider, be able to assist guests and staff in the case of medical emergency ensuring a quick and knowledgeable response
To ensure that any arising staff issues are dealt with effectively. Should the staff issue result in gross misconduct, and in the absence of Human Resources, the Duty Manager has the authority to suspend with the completion of the appropriate paperwork.
Human Resources will then follow up.
To be informed and trained in the resolution of guest IT issues
To have an understanding of the Front Office and accounting procedures in order to deal with financial issues and their resolution ensuring Guest satisfaction whilst adhering to set procedures
Must be able to understand the process of achieving the best possible profitability and maximizing of revenue in Rooms and Food & Beverage DepartmentsAssist Guest Relations Officers in their daily tasks as required
Deputizes for the Front Office Manager when required
Complete with accuracy and timeliness any and all project related work designated by the Front Office Manager.
Passion for guest service
Excellent written and verbal communication, interpersonal and leadership skills
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Degree or Diploma in Hospitality Management is an asset
Bilingual in English and Arabic or Russian
Minimum of 1 year previous proven supervisory experience
Must have the ability to handle a multitude of tasks and Guest requests
Knowledge of Micros-Fidelio Property Management System an asset
Should possess or seek certification in basic first aid
Strong guest service orientation and training skills background required
Ability to work independently and prioritize responsibilities
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)