Assistant Guest Service Manager
United Arab Emirates (AE), Dubai, Dubai
منذ 9 يوم


About Jumeirah & the Hotel : At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments.

We value diversity and equal opportunity, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.

About the Job : To manage the operations of the Front Office Department, by ensuring product quality standards are met and that optimum service is provided to all hotel guests, according to the organization’s business objectives.

To perform the Human Resource function in ensuring staff selection, training, counselling and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximise guest satisfaction.

Promotes the desired work culture around the core values. Main Duties :

Customer Focus

  • Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
  • Monitor Front Office, and particularly Guest Services personnel, to ensure known repeat guests and other VIPs receive special attention and recognition
  • Maintain inter-departmental relationships to ensure seamless customer service
  • Assume overall responsibility for maintaining standards in line with the Leading Quality Assurance, Jumeirah Hallmarks and Signature Standards, achieving the departmental target of the Customer Service Survey (JD Power)
  • To assist the Guest Services team in meeting VIP guests on their arrival at the hotel.
  • Approve upgrades and special amenities
  • To supervise allocation of rooms for VIP arrivals and the ordering of amenities in conjunction with the Guest Services Managers.
  • To develop and implement programs to further improve and enhance levels of service and guest care within the Front Office departments
  • To ensure Front Office is ready for all Internal and External quality audits
  • To ensure all action plans based on quality audits are formulated and followed up on by the Section Heads.
  • Monitor and implement procedures to maintain Profile Quality
  • Dealing with Guest issues and complaints at a senior level
  • Correspond with guests pre-arrival as well as post departure on any guest issues
  • Colleague Engagement

  • Schedule and regularly conducts routine inspections of areas under his / her control
  • Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
  • Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
  • Prepare and monitor work schedules for the Front Office management team to ensure optimum management coverage at all times.
  • To review work schedule for Front Office Sectional Managers / Colleagues, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
  • To attend departmental meetings on a regular basis.
  • Ensure departmental colleagues and management receive adequate training, conduct quality checks on training activities Financial Duties
  • Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
  • Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with Jumeirah marketing program
  • Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
  • Compile statistics for front office and provide reports relating to that area
  • Assist in developing Budgets, Capital Expenditure plans, developing departmental targets for Bonus calculation, set annual departmental Objectives
  • Monitor regularly (daily, weekly and monthly) the progress on any targets and action items.
  • Qualifications

    About you : The ideal candidate for this position will have the following : Qualifications :

  • Degree qualification from a recognised hotel or business school
  • Experience :

  • At least 2 years Managerial Front Office experience in a large property
  • Working with a culturally diverse workforce.
  • F & B and Rooms knowledge
  • Skills :

  • Proficiency in spoken and written business English.
  • Competent in Microsoft Office applications.
  • Experience with Front Office PMS systems
  • Able to effectively communicate with all levels of colleagues and Management.
  • About the Benefits : This position offers a highly competitive salary and package which include : fully furnished studio accommodation / live out allowance, free transport to and from your place of work, uniform, laundry services, meals during working hours, annual flight allowance, medical and dental coverage, life and accident insurance, retail and leisure discounts, 50% discount off Jumeirah F&B Outlets and reduced hotel rates.

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