Front Office Manager

Job description / Role

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world's largest manmade island and archipelago. This luxurious five-star hotel with 391 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.

The Position

To manage the operations of Front Office by ensuring product and service quality standards are met.

KEY ROLES & RESPONSIBILITIES

- Manage and supervise all tasks of front office personnel to ensure guests receive prompt, cordial attention and personal recognition
- Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
- Monitor Front Office, and particularly Guest Relations personnel, to ensure priority guests, repeat guests and other VIPs receive special attention and recognition
- Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program
- Maintain inter-departmental relationships to ensure seamless customer service
- Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
- Schedule and regularly conducts routine inspections of areas under his/her control
- Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
- Know system recovery procedures
- Interpret computer reports and compile relevant statistics for front office
- Continually check the accuracy of room count
- Approve upgrades and special amenities
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
- Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
- Communicate to Director of Rooms all pertinent information such as the expected arrival and departure of VIPs
- Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements
- Work with the Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
- Plan for future staffing needs and recruit in line with company guidelines
- Prepare detailed induction programmes for new staff
- Analyse training needs of Front Office staff and develop training programmes
- Conduct probation and formal performance appraisals
- Coach, counsel, discipline staff and provide constructive feedback to staff
- Work with the Finance and Business Manager in the preparation and management of the department's budget
- Adhere to OH&S policies and procedures and ensure all direct reports do the same
- Log security incidents and accidents in accordance with hotel requirements

PERSONAL ATTRIBUTES

- Excellent communication skills in English
- Ability to communicate in a second language
- Ability to work well under pressure, focus on details, think clearly, analyze and resolve problems, exercise good judgment, always with calm and composure
- Strong working knowledge of budgets, forecasting, profit and loss statements
- Ability to train and motivate individuals, creating and maintaining a cohesive team
- Good computer knowledge; able to use property management system
- Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
- Ability to ensure security and confidentiality of guest and hotel information
- Ability to work with constant interruptions with a high degree of professionalism
- Ability to prioritize and organize work assignments; delegate work
- Ability to direct performance of staff and follow up with corrections where needed

Requirements

QUALIFICATIONS

- Degree from School for Tourism & Hotel Management

EXPERIENCE

- Minimum 5 years' relevant experience with at least 3 year at a management level

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.