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Assistant Front Office Manager - The Abu Dhabi EDITION

The Abu Dhabi EDITION

Posted on March 13, 2018

2 - 3 years Abu Dhabi - United Arab Emirates

Diploma(Other). Any Nationality

Opening 01

Job Description

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Assists the Front Office Manager in supporting property operations by administering Front Desk functions and supervising employees on a daily basis, always ensuring that the highest levels of hospitality and service are provided. Areas of responsibility include all Front Desk functions and the employees of the Front Desk. Directs and works with employees to carry out procedures ensuring an efficient check in and check out process, supports the tracking and resolution of service issues and strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Serves as the property Manager on Duty both during day and overnight shifts in a rotation basis. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby.
ESSENTIAL JOB FUNCTIONS:
Supporting Management of the Front Desk Team
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Supervises and leads employees. Understanding employee positions well enough to perform duties in employees' absence.
Manages all day-to-day operations at the Front Desk.
Serves as a role model to demonstrate appropriate behaviors.
Establishes and maintains open, collaborative relationships with employees.
Ensures employee recognition is taking place on all shifts.
As Manager on Duty
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest or property related situation.
Communicates any variations to the established norms to the appropriate department in a timely manner.
Sends copy of MOD report to all departments on a daily basis.
Manages the flow of questions and directs guests within the lobby.
Understands and complies with loss prevention policies and procedures.
As a Night Manager
Serves as the property Manager on Duty and oversees all property operations during the overnight shift.
Responsible for balancing the revenue and expense transactions, which occurred during the day at the hotel.
Manages all period-end inventories.
Monitors and ensures compliance with all guidelines to operations.
Responsible for the completion of the various daily audit reports requested by the Finance team.
Responsible for the reporting of any potential safety or security hazards to management.
Deals with all emergencies by responding proactively and in the most professional and efficient manner.
Maintaining Front Desk Goals
Manages day-to-day operations, ensuring quality standards and meeting the expectations of the guests on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish them.
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
Ensures that regular on-going communication is happening with employees to create awareness of business objectives.
Communicates expectations and recognizes performance in order to produce desired results.
Understands the impact of department s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Monitors daily guest feedback results and identifies trends in guest experiences, working to maximize overall hotel guest satisfaction.
Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
Ensuring and Providing Exceptional Guest Service

Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Celebrates successes and publicly recognizes the contributions of team members.
Additional Responsibilities
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person.
Informs and/or updates executives, peers and subordinates on relevant information in a timely manner.
Analyzes information and evaluates results to choose the best solution and solve problems.
Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Communicates any variations to the established norms to the appropriate department in a timely manner.
Participates as needed in the investigation of employee and guest accidents.
MANAGEMENT COMPETENCIES:
Leadership
Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

STANDARD SPECIFICATIONS:
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities and aptitudes to perform each duty proficiently.
QUALIFICATIONS:
High school diploma or GED; 2 year experience in the guest services, front desk, or related professional area.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;
At least 2 years of experience in a Supervisory role in the Front Desk, Guest Services and/or related professional area, in a Luxury and/or Lifestyle environment.


Hotels / Hospitality

Secretary / Front Office / Personal Assistant (PA)

Keywords

Hospitality Hr Auditing Operations Property Management Staffinginess Operations Loss Prevention Coaching

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