Job Description

Roles & Responsibilities

Job Description

1. - Ensures prompt, courteous and accurate service to all guests, so as to maximize customer satisfaction.
  - Achieve Quality Audit result of 95% and above through consistent documented trainings.
  - Maintains and promotes associate relations.
  - Resolve complaints within the department.
  - Actively participate in and conduct the daily meetings.
  - Ensure the Hotel services are exceeding the set standards.
  - Assist in Talent Development.
  - Respond and act to guest requests for special arrangements or services with a Never say No attitude.
  - Maintain internal communication, coordination and cooperation with various Departments for various requests.
  - Achieve the highest Guest Satisfaction measured by TRUST YOU platform.
  - Be smart, well groomed, friendly and cheerful whilst exhibiting the highest standards of Rixos hospitality all the times.
  - Show fullest cooperation and respect within the team and other departments
  - Be aware of the daily activities and has product knowledge of all the hotel facilities.
  - Supervise and manage all activities of the department whilst allowing the team to be competent, credible and progressive.
  - Utilize interpersonal and communication skills to lead, influence, and encourage the team; advocate sound financial/business decision-making; demonstrate honesty/integrity; always lead by example.
  - Encourage and build mutual trust, respect, and cooperation among team members.
  - Serve as a role model to demonstrate high standards of Rixos.
  - Supervise and manage team by understanding their role responsibilities well enough to perform duties in their absence
  - Ensure Revenues, Expenses and Profit is closely monitored and budgeted figures (over)-achieved.
  - Financial Policies and Procedures are supported and followed.
  - Ensures the smooth running of the operations on a day to day basis and in a pro active manner.
  - Ensures the Fire Exits are free of obstacles as per Rixos Health & Safety Policy
  - Support and assist all Front Office sections.
  - Responsible for the organization of work within the department including assignments, time schedules and vacations to ensure optimum utilization of manpower.
  - Participate in the development, implementation and review of the policies, procedures, practices and standards.
  - Optimize the efficient usage of room inventory by monitoring control and ensure constant feedback to support the departments.
  - Recommends changes in processes, equipment whenever applicable so as to improve departmental standards and productivity.
  - Monitor key performance indicators for the department and apply corrective action where needed.
  - Ensure adherence to company and hotel policies by all departmental team members
  - Ensure norms, procedures and systems for safety and security of guest belongings (e.g. lockers, left luggage etc.)
  - Monitor billing procedures to ensure accurate payment thereby maximizing organizational profitability.
  - Ensure adherence to all statutory requirements by the Front Office.
  - Ensure all front Office documents & records are maintained as per operational/ organizational requirements.
  - Ensure all Front Office areas are neatly maintained at all times as per norms, hygiene, and efficiency, cleanliness and safety standards.
  - Responsible for the efficient handling of all the Room Reservations & their processing thereafter.
  - Conduct Briefing Sessions regularly and ensure thorough communication within the department.
  - Familiarity with all Front Desk and Cashiering functions.
  - Responsibility towards guest ledger, long stays guests and pay masters.
  - Greet and welcome VIP guests upon their arrival and escort them to their rooms.
  - Identify training needs, plan activities and oversee the implementations for all FO sections.
  - Assist in the preparation of the annual budget and manning guide and manage within budgetary guidelines.

Desired Candidate Profile

Qualifications

University Degree in Hotel Management, minimum 3 years in a similar role with a five star hotel.

Front Office Manager (Saudi National Only) AccorHotel

Front Office Manager (Saudi National Only)
AccorHotel