Front Office Assistant Manager, One & Only One Za abeel KERZNER INTERNATIONAL LIMITED

Job Summary

The Assistant Manager, Front Office at One & Only One Za abeel will be responsible for creating joy for guests through anticipation, creativity, precision, empathy, and warmth, tailoring every aspect of their stay to exceed their expectations. They will assist Front of House Manager in the operations and supervision of all front office departments, including guest services, concierge. They must lead by serving from the heart, caring for guests and colleagues, maintaining a high standard of service, and providing ongoing training and motivation to the team.

Operational Key Duties and Responsibilities

• Supervise and manage front office operations, guest services, concierge.

• Monitor all financial transactions, including cash, credit card payments, and other forms of payment.

• Monitor the accuracy of guest folios, billing statements, and invoices, correcting any discrepancies as necessary.

• Ensure an efficient response in the event of overbooking scenario.

• Ensure that all daily arrival V.I.P. rooms, special request rooms, and long-stay guest rooms are pre-blocked-in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.

• Actively manage and record guest preferences and communicate with relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, Opera etc.)

• From the moment of pre-arrival, to establish strong connections and communication channels with each guest to set the tone for a seamless stay.

• Follow up on all guest dissatisfaction from the previous day, make sure all the issues are resolved in an efficient way and the guest is satisfied with the solution offered.

• Maintain effective communication channels between each guest and relative departments to ensure guests are well informed and attended. Communication channels include personal and digital tools such as company smartphones (e.g. GMH and WhatsApp Business).

• In the event of any guest incidents / inconveniences, attempt to solve each issue and escalate to management when necessary. All guest issues, incidents, and feedback is logged on ALICE within the same day of occurrence.

Skills, Experience & Educational Requirements

• Bachelor's degree in hospitality management, business administration, or a related field.

• At least 2 years of experience in a front office or guest services management role, in a luxury hotel.

• Strong leadership and organizational skills, with the ability to effectively manage a team and prioritize tasks.

• Excellent communication and interpersonal skills, with the ability to interact with Guests and staff at all levels.

• Proficiency in Opera PMS, ALICE, SAGA would be a plus.

• Proficiency in English (oral and written),

• Additional language would be a plus.

• Knowledge of relevant regulations and laws related to hotel operations.

• Ability to work flexible hours, including weekends and holidays.