Assistant Front Office Manager - Dubai, United Arab Emirates - MERCURE MERCURE DUBAI DEIRA WATERFRONT

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality.

We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Ability to make a difference through our Corporate Social Responsibility activities, like Sustainability at the heart of everything we do.

Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

Job Description:

The Role:

  • To ensure the smooth operation and coordination of the Rooms Division Department and Housekeeping, ensuring maximum occupancy and guest satisfaction, and adhering to the standard of service required by the hotel.
  • To be efficient and diplomatic in dealing with situations involving any aspect of Front Office where the reputation or image of the hotel is represented.

Key Deliverables and Responsibilities:

Planning & Organizing:

  • Behaves and acts in an exemplary fashion, embodying the brand mindset.
  • Ensures that guests' stay at the hotel runs smoothly, helping to provide guest satisfaction at all times thanks to his/her thorough knowledge of the hotel.
  • Ensures the respect of procedures and hygiene and safety standards.
  • Manages and motivates Front Office team in line with the brand's recommended behavioral guidelines, in order to provide personalized highquality guest services.
  • Manages headcount and organization for optimum efficiency in compliance with legislation.
  • Modifies working methods to comply with the brand philosophy.
  • Develops team members' skills and guides them in their professional development.
  • Ensures that the appropriate information is given and received by his/her team, to and from the other departments.
  • Defines the best structure for the team and changes it over time: prepares the work schedules according to each team member's skills and brand developments.
  • Ensures that invoicing and cash operations procedures are respected.
  • Prepares the team's training plan and follows up implementation.
  • Draws up the annual budget for the department, analyses results and implements any corrective actions required
  • Establishes an efficient method of communication for coordination of all Departments with particular emphasis on Guest Services Oriented, credit, sales, housekeeping, maintenance, communication center and security.
  • Assist in preparing with the respective teams, a yearly marketing plan for Front Office, which is the basis of the Rooms Annual Marketing Plan.
  • Participates, if necessary, in the formulation of the Annual Marketing Plan and implement with each work place manager and Sales & Marketing Department effective sales and promotional activities to maximize revenues.
  • Implements consistent guest recognition programs and maintain a relevant guest database.
  • Participates in the Room Yield / Management meeting conducted together with Sales / Marketing.
  • Ensures that all Heartists in his/her team report for duty punctually wearing the correct uniform, grooming, name badge and are displaying Heartist Behaviours at all times.
  • Is fully aware and conversant of ISO9001/14001 and EarthCheck policies and procedures and is responsible to integrate them in the day to day operation.
  • Recruits the headcount for his/her team
  • Manages his/her team in an equitable manner and in accordance with local labor laws and Accor philosophy.
  • Evaluates each member of his/her team at least once a year give team members' regular feedback on their job performance.
  • Displays exceptional leadership by providing a positive work environment, counselling employees as appropriate and demonstrating a dedicated and professional approach to management.
  • Convenes meetings with his/her team at regular intervals for information purposes.


  • Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to encourage loyalty.
  • Anticipates guests' needs and takes them into consideration.
  • Handles any guest complaints that are not settled directly by members of the team.
  • Informs guests about the formalities, any special conditions relating to their stay and the services available.
  • Organizes guests' arrivals and departures.
  • Coordinates room allocation with the housekeeping, handling any switches as necessary.
  • Ensures that guest documentation and information is available and uptodate.


Service focused personality is essential and previous leadership experience required

  • Proven record of growth of service and engagement performance indicators
  • Previous experience in similar position a strong asset Assistant Front Desk Manager role an asset
  • Minimum 35 years' experience in h