Wyndham Worldwide Front Office Manager in United Arab Emirates

Front Office Manager

Description

The Front Office Manager will contribute to the performance of the hotel by leading and managing the Front Office Team including Front Office, Switchboard, Guest Relations and Concierge. He/she must able to effectively communicate, with all levels of associates and guests in an attentive, friendly, courteous and service oriented manner and be a representative of the brand’s service culture. The incumbent will be the subject matter expert and ‘go to person’ with regard to the processes required for key actions and problem resolution.

KEY RESPONSIBILITIES

  • Ensures that check in procedure are strictly adhered.

  • Ensures maximum room occupancy within agreed overbooking policy.

  • Applies credit control procedures are strictly adhered to, that no bill exceeds the stipulated limit without prior approval and that written confirmation, purchase order, or orders are on file.

  • Checks that top producing accounts are protected during high book dates and inform them accordingly.

  • Ensures that all repeated guest are treated as VIP and amenities are extended throughout their stay.

  • Ensures that newspapers and any parcels belong to the guest are delivered without any delay.

  • Increases revenue by having a good relationship with airline managers for any lay over business.

  • Checks that all front office management operation is in line with the hotel policy.

  • Provides high degree of professional service to arriving and departing guests.

  • Make sure all associates, reception, reservation, concierge, and telephone operators are providing a high standard of service.

  • Provides all VIP arrivals with a very high standard of service.

  • Carries out systematic check in the front of house area for maintenance requirement, repair or refurbishments, ensuring that there are auctioned without delay.

  • Ensures that luggage is delivered to and collected from guest room speedily.

  • Makes sure that guest accounts are balanced daily and inform the EAM/General Manager for any variance.

  • Handles guest complains in a professional manner.

  • Up sells room during high /busy dates to maximize revenue.

  • Trains front office staff to sell all other hotel outlets including food and beverage outlets.

  • Controls guest transportation requirements and oversee vehicle availability.

  • Works very closely with housekeeping department to guarantee the right product is served to the guest.

  • Ensures all guest service area including lobby are clean and safe.

  • Makes sure all out of the hotel surrounding area are clean and safe and see the security of guest.

  • Informs the general manager about hotel occupancy of other hotels in the city and offer information of ways to increase revenue.

  • Is the champion of Wyndham Rewards.

Leadership

  • Maintains a business environment based on the Code of Conduct and Company Vision

  • Maintains and enhances the open door policy to all associates providing advice and guidance when needed in regards to their issues or concerns and/or grievances

Human Resources

  • Ensures 100% compliance with all mandatory training for departments; as well as the Departmental Trainers are positively encouraged.

Communication

  • Conducts or chair regular communication meetings with team(s) and actively participate in relevant business meetings to facilitate effective communication.

  • Conducts documented 121’s with all direct reports

  • Shares all relevant information with GM/HR

  • Quarterly Hotel Meeting.

Finance

  • Plans and tracks departmental budget

  • Plans and tracks departmental holidays and lieu days as per the needs of the business

  • Ensures that the payroll is submitted to HR on the agreed date.

SKILLS & COMPETENCIES

  • Good communication skills both oral and written

  • Leadership skills

  • Attention to details

  • Commercial awareness

  • Ability to work under pressure

  • Problem solving skills

  • Excellent organizational and time management skills

  • Staff training and motivation skills.

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Count on Me! Service culture to be responsive, respectful and deliver a great experience.

Employment Disclaimer

In some locations around the world, Wyndham Hotel Group manages hotel properties on behalf of a third party owner. At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotel Group performs recruiting and hiring functions on their behalf. I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotel Group where Wyndham Hotel Group is serving as the management company and will not be the actual employer.

Qualifications

EXPERIENCE, CERTIFICATION & EDUCATION
  • Experience as a Assistant Front Office Manager/Front Office Manager in a branded 4\

  • /5\

  • hotel

  • High level of expertise in Microsoft, Fidelio Opera and Micros is essential

  • Must be fluent in written and spoken English

  • Manage and coordinate all front desk activities, staffing and guest relations

  • Strong customer service ethos

Job: Guest Services

Primary Location: United Arab Emirates

Employee Status: Regular

Schedule: Full-time

Organization: WHG - Intl Hotel Management

Job Posting: Apr 4, 2018, 2:55:12 AM

Requisition ID: 1805260

Equal Opportunity Wyndham Worldwide fosters a work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and do not discriminate either directly or indirectly against employees or prospective employees on the basis of race, color, religion, sex, sexual preference/orientation, citizenship, marital status, veteran status, national origin, age or disability, or against any other protection established by applicable law or regulation. We will make reasonable accommodations for eligible disabled applicants and employees in compliance with applicable laws and regulations. We are committed to actions and policies to assure fair employment, including equal treatment in hiring, promotion, training, compensation, termination and disciplinary action and will not tolerate unlawful discrimination either directly or indirectly by our employees or agents.