Under the guidance and supervision of the Front Office Manager and within the limits of the established Mövenpick Hotels & Resorts policies and OSM (Operational Standards Manual), his / her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-
selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
1.Review and update Logbook.
2.Regularly check the equipment.
3.Be Smart, well-groomed and maintain a friendly and cheerful disposition all the times.
4.Oversee the day to day operations.
5.Report regularly on happening to FOM.
6.Monitor Staff performance / Coaching.
7.Aware of fire & first aid procedure
8.Handle guest complaints and report to manager
9.Implement, coordinate and supervise Bellmen, Doormen and the valet parking team.
10.Perform as per OSM Standards and in line with the Company’s Values & Core Behaviour.
11.Proper grooming at all times.
12.Attend training classes as per schedule.
13.Show fullest cooperation and respect within the team and other departments.
14.Is aware of the daily activities and has product knowledge of all the hotel facilities.
15.Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure.
16.Maintains effective communication with all related departments to ensure smooth service delivery.
17.Maintains a good working relationship with the Front Office team particularly Bell Boys. Ensures guests are greeted upon arrival and offered assistance at all times.
18.Maintains an up to date knowledge of the hotel services and communicates this to colleagues so they can supply information and respond to guest queries.
19.Maintains an awareness of guest profiles through the Opera guest profile system.
20.Ensuring that the guest luggage is carried from arrival point to room and from room to departure point on checkout.
21.Deals promptly, efficiently and pleasantly with incoming calls.
22.Handles all messages, mail and packages for guests and staff ensuring they are delivered at the appropriate time and stored if necessary in a systematic and efficient way.
23.Delivers the morning newspapers to the guest rooms.
24.Maintains the daily function board and notice board in Opera.
25.Checks the duty roster daily.
26.Suggestively sells the hotel promotions, outlets and facilities at all times.
27.Regularly checks the lobby area ensuring that it is clean and tidy.
28.Attends training and communication meetings as instructed.
29.Ensures your area is manned at all times.
30.Deals with any complaint, taking action as appropriate and communicating this to the supervisor.
31.Ensures all money taken for the postage of items by guests is correct and posted accordingly.
32.Attends department communication meetings.
33.Maintains an awareness of sales opportunities maximizing revenue.
34.Promotes internal outlets and act as F&B ambassador
35.Establishes promotes and maintains good public relations while meeting or exceeding guest expectations.
36.Cooperates in the performance of any reasonable task requested by the department Supervisor or Manager.
37.Assist Reception with arrivals and departures whenever required.
38.Adheres to all established Mövenpick Hotel policies and procedures.
39.Networks with is connections in the city and continues to develop more
40.Updates the information book with the latest information and activities in Dubai
41.Develops his network within the city so in case of need it is easier to get tickets, reservations, bookings and other services as per guest’s needs and requests.
The ideal candidate for this position must have the following experience and qualifications :
a. posses at least two (2) years of experience in a similar role (preferably in a five (5) star property)
b. must have previous pre-opening experience in a similar role
c. an excellent team player
d. posses excellent oral and written communication skills
e. has a high degree of emotional intelligence’, remains rational and calm under pressure and is open-minded and excited by cultural and professional diversity.