Front Office Manager - Abu Dhabi, United Arab Emirates - Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group

Verified Company

Abu Dhabi, United Arab Emirates

3 weeks ago

Posted by:

Ahmed Al-Mansouri

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Description

Position:
Front Office Manager (Full time #534665)

Property / Office:
Emirates Palace, Abu Dhabi

Location:
Abu Dhabi, United Arab Emirates

Duties and Responsibilities:

Supports company's philosophy and company culture through the use of pillars and legendary quality experiences on a daily basis to ensure guest satisfaction and the achievement of our mission statement.
To oversee and direct the operation of Front Office, Guest Relations, Butler Services and Guest Services Center.
To formulate and implement the strategy related to the hotel's daily operational needs ensuring consistent guest services, colleague productivity, and safety while constantly striving for improvement.
Ensure a warm and genuine arrival and departure experience
Keeps the Front Office & Front Services colleagues informed & up to date with information on rates, promotional programs.
Ensure that all subordinates are groomed according to hotel standards.
Maintain all department files and ensure that paperwork is dealt and kept accordingly.
Ensure that sufficient stationary and operational goods are available for the daily operation.
Serve as the Manager on Duty and stay, at all times, to carry out responsibilities of the "Manager-OnDuty" as per the schedule issued by the Executive Office.
Always ensure proper staffing with Guest experience and productivity in mind
Compile and maintain the daily Manager on Duty report
Ensure accurate communication of information and guest requests to all relevant departments
Personally, welcomes guests in all VIP categories as well as repeat guests; recognize and anticipate their individual needs
Ensure that Legendary Quality Standards, policies and procedures of Mandarin Oriental Hotel Group and Emirates Palace are properly understood and followed through
Perform all aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, for Front Services colleagues.
Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff.
Identifies quality improvement trends and effectively communicates issue to the Director of Rooms
Handle all guest complaints and comments relating to the department tactfully in line with MOHG standards.
Ensure that the Legendary Service Training manual, SOP and PnP is continuously updated, maintained and used effectively
Cooperate and coordinate teamwork with other departments
Manage the Front Office FOCUS (Upselling) Program, encouraging participation & growth.
Maintain high standards of Data Quality.
Manage departments Data Completeness score.
Ensure growth with the Departments LRA scores for both Arrival & Departure.
Develop & execute strategic and longterm objectives, as required by Director of rooms
To evaluate constantly the manning guide and plans the manning requirements to suit the operational requirements.
Responsible for control labor and operating expenses through effective scheduling, budgeting and purchasing.
Works with the Guest Relations Manager to create the guest recognition and amenities program.
Lead the daily arrivals meeting ensure that all guests preferences and requests are actioned and met.
Analyze and record all guests' feedback and continuously drive for improvement.
Monitor in house guests' satisfaction and manage guests' complaint.
Perform any other reasonable duties as required by the Director of Rooms and Senior Management.