Marriott Assistant Front Office Manager in United Arab Emirates, United Arab Emirates
The Westin Abu Dhabi Golf Resort & Spa is the hospitality heart of the Abu Dhabi Golf Club - a 27 hole championship course, home to the PGA European Tour Abu Dhabi Golf Championship.
Celebrate your special day whether its an engagement or wedding in style with beautiful surroundings at Westin Abu Dhabi Golf Resort & Spa.This is how it should feel. A renewing sleep, energizing workout, relaxing spa, nourishing foods, and clean, fresh air - all enable Westin guests to preserve wellness during travel.All our 172 guestrooms feature the Westin Heavenly furnishings and amenities and are facing the golf course with private balconies to soak in the atmosphere and rejuvenateOur restaurants and bars will offer you the finest cuisine in exceptional surroundings.This exclusive golf resort in Abu Dhabi is a refreshing addition to a city sprawling with glass and steel structures and will put the focus back on the outdoors and natural surroundings.
The AssistantFront Office Manageris a key ambassador for the hotel and the Westinbrand. He or she creates one of the mostpowerful first impressions to our guests. Westin AssistantFrontOffice Managerhas a friendly andoutgoing personality, and is genuinely interested in meeting and serving newguests from all over the world. Theposition necessitates being an information provider, receiver, diplomat,problem solver, salesperson, hotel representative, public relations agent,coordinator of activities and accountant, all performed with the utmostpoliteness, efficiency and friendliness.
The AssistantFront Office Manager provides supervision, direction and leadership to allFront Office Associates in accordance with the objectives, performance andquality standards established by Starwood Hotels & Resorts and The WestinAbu Dhabi Golf Resort & Spa. This person has a key role in upholding allquality standards in Front Office, Service Express, Concierge (including valetand drivers) and managing its day to day operations; ensuring that the DutyManagers (Shift Managers) are running their shifts to maximum efficiency. The Assistant Front Office Manager mustmaintain the smooth flow of guests in and out of the hotel and has the abilityto represent Front Office Manager in his/her absence and handle all duty andscheduling for the front desk and the rest of the department. The AssistantFront Office Manager is a key influencer of the motivation of the team and isexpected to do the utmost to keep motivation high at all times. They are thego-to person for questions from the DMs and associates. They ensure all newteam members are fully trained according to the training plan and theycontinuously monitor the team s performance and take remedial action whennecessary.
KEY DUTIES AND RESPONSIBILITIES
Please note thatthis is not an exhaustive list of everything that needs to be done. WestinAssociatesalways find newways to look after the business, their guests, and their colleagues. Within this, the key responsibilities forthis position are:
PLANNING AND ORGANISING
Assist the preparation of the departmental weeklystaffing schedules.
Plan and implement Training Plans and IndividualDevelopment Plans for all Front Office associates and Duty Managers. Conduct regular associate training, andmonitor their success. This will involvetraining in both IT systems and guest-service procedures.
Maintain full knowledge of the Property Management, CallCentre computer systems and Brand Standards and Programs.
Supervise the functioning of all departmental equipmentand facilities.
Take personal responsibility for maximizing qualitylevels of product and service, and guest satisfaction.
Ensure that all Standard Operating Procedures arebeing adhered to, by training all associates and monitoring theirperformance. Continue to capture bestcurrent practice in new LSOPs relating to front office operation.
Drive the implementation of all sales and promotionalprograms of the hotel. Take personalresponsibility for driving StarPush within the property.
Monitor daily arrivals and action as appropriate forany VIP or special request. Liaise withhousekeeping, room service and other service department where necessary tocomplete the action.
Develop and maintain a highly positive andmotivational working environment within the department.
Provide coaching and counseling, support and guidanceto the associates and Duty Managers as required.
Ensure associates are up-to-date with currentinformation and data of the hotel products and services including room types,rates, features and facilities, food and beverage outlets & promotions, spaand health club, and other services and facilities.
Provide assistance to local representatives of touroperators and travel agencies.
Fullfill a minimum of one Champion role from the belowroles.
Familiarizes self with new procedures and updates associatesat all times
Prepares and maintains Front Office manual for thehotel
Communicates the content of the manual to all associates
Together withdirect reports, take a leading role in positively representing the company withguests, reinforcing a customer focused approach to hotel operations at alltimes and harnessing Guest Experience Index (GEI) data is a tool to measuresuccess
FILING AND RECORDS
Properly maintains all Front Office files.
Opens and maintains Front Office files
Updates Front Office files annually
Maintains proper recording methods e.g. logbooks,training records for Front Office activities.
Ensures that all shifts are properlycovered with proper consideration in the hotel status, occupancy, etc.
Prepares the work schedule on a weeklybasis for the Front Office associates
Assists FOM in conducting appraisals and performanceevaluations for the Front Office associates. Reviews Front Office associatesperformance on a regular basis, and takes care/oversees documentation ofappraisal on an annual basis.
Assists FOM in conducting probationary/mid-year andyear end appraisals for the Front Office associates on all levels.
Monitors associates performance allthroughout, notifies FOM on both positive and negative performance indicatorsin preparation for the formal performance review.
Recommends ways to maximize the section soutput without compromising standards.
Proactively gives feedback to supervisedassociates on performance issues (both for the group as well as the individual)through regular coaching and counselling.
Assists the FOM with disciplinary procedures involvingthe Front Office associates.
In conjunction with the FOM prepares and issues thePlease Explain form to any Front Office associates who cause any infractionin contravention to the hotel s code of conduct.
Continuously updates DOR on matterspertaining to associates discipline.
Ensures that all associates report forduty on time, properly groomed, wearing the correct uniform and name badge atall times.
Ensures that all associates providecourteous and professional service at all times.
Ensures that the associates adhere to therules and regulations of the Resort by facilitating regular reorientation forthe associates on rules and regulations; immediately communicating/updating associateson new rules/standards.
Continuously monitoring implementation ofnew rules/standards.
Ensures that proper orientation is carried out for thenew Front Office associates.
Prepares a departmental orientation and trainingprogram for Front Office associates.
Coordinates and ensures that orientation and trainingprogram is carried out as planned.
Openly coordinates with other departments to ensurecustomer needs are attended to.
Maintains open lines of communication with otherdepartments to ensure efficient working relationships and communications aremaintained at all times.
Attends and participates in group/events coordinationmeetings to represent Front Office.
Assists in organizing Front Office associates meetingswith the team on a regular basis.
Familiar with all company and hotel policies,procedures, programs and standards services and promotions.
Updates and informs Front Office associates hotelpolicies, procedures, programs and standards services and promotions.
Ensures that proper training ofassociates is done such that associates have the necessary skill to performduties with maximum efficiency.
Assists in determining the training needsfor the section
Assists with the draft of trainingschedules for the month
Coordinates with the Training Manager inall matters pertaining to associates training and development.
Conducts/facilitates training activitiesin accordance with established targets.
Assist implementation of appropriatescheduling and duty roster management to ensure associates on duty at any giventime corresponds with expected business volume.
Recommends ways to maximize the departmentoutput without compromising standards.
Contributes to total productivity of theFront Office Department by ensuring supervised associates are able to take overtasks in the other sections.
Responds to all guest requests / complaintsimmediately
Carries out duty management shifts, including nightshift coverage when required.
Performs other duties / tasks as may be assigned bymanagement.
When requested undertakes tours of allhotel areas, front and heart of house and also the grounds, main entrance anddriveway areas notifying relevant departments of any irregularities found.
Responds to emergency calls and assists the HotelEmergency Response Team (ERT) during fire and other emergencies.
Possesses full knowledge of emergency procedures.
Ensures that all associates are aware ofemergency procedures at all times.
Attends scheduledassociatestraining and periodic reviewson departmental responsibilities in case of emergencies.
Responds to Emergency calls, as may berequired.
Ensures that all associates are aware ofguidelines governing complaints handling.
Encourages associates to make decisionsat customer contact, and ensures associates are aware of the responsibility andestablished authority limits at all times.
Personally attends to all guestcomplaints immediately and initiates immediate resolution.
To have complete knowledge of all operationalsystems at Front Office, Service Express/Telephone,Opera PMS, POS machine, Starwoodone,StarGuestandany other related systems.
To have complete knowledge ofStarwoodprogramsSPG, GEI, StarPush, GPS, Guest History, etc.
To have complete knowledge ofWestin standard operating policies and procedures.
To have complete knowledge ofDelegation of Authority policy (DOA)
Care of equipment
Ensures proper maintenance of all equipment at theFront Office
Ensures timely reporting of malfunction or maintenancedeficiencies to appropriate area.
Training & AssociatesActivities
Attends scheduled training courses
Conducts or assists FOM in skills training/refreshersfor Front Office
Participates actively in company-initiated associatesactivities.
Oversees and supports the work of theDepartmental Trainers and any Programs Champions.
Adheres to specified hygiene and personal appearancestandards of the hotel.
Adheres to set procedures for attendance andtimekeeping.
Company Policies& Procedures
Adheres to the provisions outlined in the AssociatesHandbook, Disciplinary Code and Rules & Regulations.
Reduces waste materials and supplies by adhering tothe Company s guidelines on re-using and re-cycling.
Maintains clean and orderly work surroundings.
Conserves water & energy by adhering to the environmental/ energy conservation.
Participates in activities concerning the protectionof the environment.
Implements the identified Best Practices in his/her areaof responsibility.
Participates actively in the monitoring and planningfor the continual improvement of the Resort s EMS.
Practices the guiding principles in day to dayinteraction and actively encourages associates to do the same.
Maintains the highest standard of professionalism,ethics and attitude towards clients and colleagues.
The above areas,responsibilities and activities reflect the items considered necessary todescribe the principal functions of the job identified and shall not be interpretedas detailed description of all the work requirements that may be inherent inthe job.
HOW YOU CAN SUCCEED IN THIS ROLE
Within TheWestin Abu Dhabi Golf Resort & Spa the top-performing people who dothis job always demonstrate the following attitude:
Working with Others
Try to anticipate and exceed the needs ofcustomers and colleagues
Use initiative and good judgment to solveproblems in a calm and efficient ways.
Enjoy working with others to achievecommon goals. Volunteer as required toensure the success of the team.
Act with personal professionalism andintegrity at all times
Always conduct business honestly andfairly. Keep sensitive informationconfidential.
Prioritize workload effectively and beorganized and structured at work.
Manage time and pay attention todetail. Know your jobs, and be able towork without close supervision.
Display a positive attitude, even underpressure. Personally check your work toensure its accuracy.
Committed to meeting and exceeding allperformance standards.
Constantly look to develop your ownprofessional skills and abilities.
Perform job tasks in line withestablished policies and procedures.
Always try to provide a top-qualityexperience to all our guests.
CRITICAL SUCCESS FACTORS
Must havedemonstrated superior supervisory skills in previous responsibilities. Shouldbe able to articulately explain his/her management style, problems successes,failures & programs.
Must be able to speak, read, writeand understand the primary language(s) used in the workplace.
Must be able to read and write tofacilitate the communication process.
Requires good communication skills,both verbal and written.
Must possess basic computer skills.
Advanced knowledge of the principlesand practices within the Rooms
Ability to apply supervisory/management skills.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
Job: Rooms and Guest Services Operations
Organization: Westin Hotels & Resorts
Location: ARE-United Arab Emirates
Requisition ID: 17001KU4