Director of Front Office

AccorHotels

Doha, Qatar

Ref: RP714-5533

Job description / Role

Employment: Full Time

Job Purpose

The position is responsible to manage all aspect of the Front Office Operation and ensures the delivery of the Raffles Doha service experience throughout the entire guest journey and liaises with other department heads to ensure a seamless flow of processes within the Front Office department.

Reporting Lines

Key Interactions

Internally

- Butler team
- Concierge team
- Raffles Service team
- Housekeeping team
- Spa team
- Sales & Marketing / Room Reservation team
- Security team
- Engineering team
- Food & Beverage team
- Finance / IT team
- Talent & Culture team

Externally

- Residents & Guests
- Travel Agents / Tour guides

Primary Responsibilities

Manages the guest journey from pre-arrival to post-departure

- Manages the Raffles Doha guest experience through a seamless flow of processes.
- Manages Duty Managers, Supervisors and Agents and ensures a first-class arrival experiences for all guests including a seamless and personalized check-in experience.
- Ensures guests receive a warm and personalised departure experiences based on a seamless flow of processes.
- Ensures the smooth running of the Front Office department by performing all tasks in adherence with the code of ethics as issued by Raffles Doha.
- Upholds a flawless impression and perception of the Raffles Doha services, products and colleagues.
- Works with Concierge, Raffles Service, Housekeeping, and Butlers to ensure seamless resident and guest service.
- Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Oversees all duties AND TASKS related to Coordinative and Finance matters

- Ensures accurate execution of all cashiering and billing duties.
- Cooperates with the Finance team and ensures compliance of the Front Office team on credit policies and procedures.
- Ensures a smooth lobby operation and preparation for each guest arrival.

Maximise the outcome of upsell and cross-sell opportunities

- Develops and rolls out the annual upsell strategy and achieves all goals as set by management.
- Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities.

Leads the Front Office team

- Plans 24-hours shift coverage for all colleagues and is able to personally cover any role or duty under the Front Office department . Carries out any other duties as and when assigned by the management of the hotel and department.
- Maintains the Front Office team as a one-stop shop and information center for any guest related matter.
- Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.

Maximise efficiency of resident and guest incident management

- Ensures the successful recovery from any incident that occurs during resident stays or guest visits due to service or product shortfalls.
- Acts as the center of communication during any incident and takes immediate action to turn the situation around into a satisfying experience.
- Acts according to hotel emergency and crisis management procedures when applicable and always reinforces hotel values.

Seeks constant improvement of quality in product and services

- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standard , and aims to achieve the scores and goals set by management.
- Leads the handling and follows up on any security incident and guest complaint together with the Duty Manager and always reinforces hotel values.

Manages The Flow Of Non-Residents At Prime Areas

- Ensures the smooth and seamless flow at prime areas by performing tasks in adherence with the code of ethics as issued by Raffles Doha.
- Maintains the lobby ambience and atmosphere through a pleasant and approachable manner.

Liaisons With Food & Beverage Team

- Works with the Food & Beverage leaders to ensure synergies of service are constantly improved for the Food & Beverage seating support.
- Cooperates closely with the Food & Beverage team to ensure a seamless experience. Acts as a link for residents with the Food & Beverage team.

Main Complexity/Critical issues in the Job

- Manages Front Office department to ensure the delivery of the Raffles Doha service experience throughout the entire guest journey.
- Handles all technical and operational aspects of the Front Office.
- Manages any incident that occurs during residents stay and guests visit.
- Acts according to hotel emergency and crisis management procedures.
- Assists to oversees the all aspects of the Rooms Division operation in the absence of the Hotel Manager

Requirements

Knowledge and Experience

- Diploma or Degree from preferably hospitality or related field
- Minimum 5 years' relevant experience with at least 3 years at a management level
- Excellent communication skills in English and ability to communicate in a second language

Competencies

- Possesses strong interpersonal skills
- Ascertains and addresses guest/colleague needs
- Directs, trains and motivates individuals and creates and maintains a cohesive team
- Possesses good working knowledge of budgets, forecasting, profit and loss statements
- Focuses on service with an eye for detail and an approachable attitude
- Works well under pressure, analyzes and resolves problems, and exercises good judgment
- Prioritizes and organises work assignments and delegates work effectively
- Self-motivates and shows good initiative in a dynamic environment
- Ensures security and confidentiality of guest and hotel information
- Possesses good computer and property management system skills
- Flexible and able to embrace and responds to change effectively

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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Director salaries in Qatar

Average monthly compensation
QAR 49,500

Breakdown available for industries, cities and years of experience