Front Office Manager

Job description / Role

Front Office Manager

Responsible for the operations of the Reception, Concierge, Business Center ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.

Kempinski Hotel and Residences Palm Jumeirah

Kempinski Hotel and Residences Palm Jumeirah is located on the Palm, one of Dubai's most sought-after areas, a stay here means being immersed in luxury. It offers 244 luxurious suites, villas and penthouses, situated on five sprawling acres of territory. It combines five Food and Beverage outlets, the Parisian-inspired Cinq Mondes Spa, and private beach.

Key Responsibilities:

- Involvement in budget preparations and responsible for profit & loss.
- Maximise hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.
- Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
- Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
- Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
- Conduct interviews with future employees.
- Identify training needs, develop and manage performance.
- Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
- Manage all operational tasks as well as their respective delegation and follow-up.
- Carry out disciplinary actions in line with company procedures.
- Re-evaluate work flows to improve and optimise organisation.
- Implement and evaluate procedures and policies.
- Ensure clear communication within departments.
- Verify that all information requested by the local police authorities are adhered to and prepared accurately.
- Organise regular departmental meetings.
- Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
- Conduct daily walk throughs to ensure quality standards.
- Maintain high visibility with guests and employees, handle customers' complaints and take corrective action.
- Set short term and long term measurable objectives to continually improve service levels.
- Responsible for maintaining 85% scoring for LQA inspections.
- Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
- Manager on Duty weekdays and weekends.
- Rooms Division responsibility in their absence.
- Pre-Opening tasks and responsibilities where applicable.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Requirements

Desired Skills & Qualifications:

- Minimum of one year experience in similar role, ideally within the 5 star hospitality environment.
- English - excellent oral and written skills.
- Additional language - beneficial.
- Ability to work as part of a team.
- Revenues, expenses and profit are closely monitored and budgeted and forecasted figures (over)-achieved.
- Financial policies and procedures are implemented.
- LQA (Leading Quality Assurance) audit results are 85% and above.
- CSS (Customer Satisfaction Survey) results are rated on an average with "5" and above.
- ESS (Employee Satisfaction Survey) results are 75% and above.

About Kempinski

Hoteliers since 1897, we have traveled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please and educated to entertain. We never compromise on the European elegance of

service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly

original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.

Embrace an experience as individual as you are!

About the Company

The Kempinski name is proudly borne by a growing collection of distinguished properties around the world. As Europe's oldest luxury hotel group, we are committed to providing our guests with memorable journeys inspired by exquisite European flair. We believe life should be lived with style.

Each year, an increasing number of guests come to appreciate these qualities, as Kempinski adds new, exciting destinations in Europe, the Middle East, Africa, Asia and The Americas. While this growth reflects the strength and success of the Kempinski brand, the collection will remain a limited one, where exclusivity can be nurtured and individuality can flourish.

We believe that our prestigious, European heritage puts Kempinski in a unique position to satisfy the expectations of the stylish and discerning traveller. It's not just to simply provide a hotel bed and a meal, at Kempinski it's all about bringing a story to life.

Since 1897, our employees have been a part of creating history around the world. From historic buildings to the most avant-garde of modern architecture, our properties are the setting for some of life's greatest moments. We've witnessed historic meetings between world leaders, celebrities taking sanctuary in the world of privacy we create for them, and created incredible memories for guests on a 'once-in-a-lifetime' journey.

We are wholeheartedly committed to providing perfection for our guests at every moment and in every way. Perhaps it's something as life-changing as a wedding celebration, where our attention to detail and perfect service mean that your special day goes without a hitch. Or perhaps it's as simple as the note left on your pillow at night, which thoughtfully lets you know the weather tomorrow so you know how to dress in the morning. At Kempinski, we are each personally responsible for creating rich and meaningful experiences for our guests.