Front Office Manager

Job Title: Front Office Manager

JOB SUMMARY

The Front Office Manager is responsible for overseeing all front office functions and staff at Al Manara, A Luxury Collection Hotel Saraya Aqaba. This role includes managing Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop areas as applicable. The Front Office Manager directs and works with managers and employees to ensure smooth front office operations, including guest arrival and departure procedures. The role aims to continually improve guest and employee satisfaction while maximizing the financial performance of the department.

CANDIDATE PROFILE

- Education and Experience:
- High school diploma or GED and 4 years of experience in guest services, front desk, or a related professional area.
- OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with 2 years of experience in the guest services, front desk, or a related professional area.

CORE WORK ACTIVITIES

Leading Guest Services Team:
- Utilize interpersonal and communication skills to lead, influence, and encourage others.
- Advocate for sound financial/business decisions and demonstrate honesty/integrity.
- Lead by example and build mutual trust, respect, and cooperation among team members.
- Supervise and manage employees, understanding their positions well enough to perform their duties in their absence.
- Establish and maintain open, collaborative relationships with employees and ensure similar relationships within the team.
- Ensure employee recognition and communicate performance expectations clearly.
- Celebrate successes and publicly recognize team contributions.

Maintaining Guest Services and Front Desk Goals:
- Achieve and exceed performance, budget, and team goals.
- Manage day-to-day operations ensuring quality standards and customer satisfaction.
- Develop specific goals and plans to prioritize, organize, and accomplish work.
- Keep the Front Office team focused on critical components of operations to drive guest satisfaction and desired financial results.
- Conduct department meetings and communicate Front Office goals clearly.
- Review staffing levels to meet guest service, operational needs, and financial objectives.
- Understand the impact of Front Office operations on the overall property financial goals.
- Manage department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies:
- Ensure compliance with all Front Office policies, standards, and procedures.
- Administer property policies fairly and consistently, complete disciplinary procedures and documentation as per SOPs and LSOPs, and support the Peer Review Process.

Ensuring Exceptional Customer Service:
- Provide services that exceed customer expectations for satisfaction and retention.
- Improve service by assisting individuals to understand guest needs, providing guidance, feedback, and coaching as needed.
- Act as the Service Champion for the Front Office, creating a positive atmosphere for guest relations.
- Strive to improve service performance and empower employees to provide excellent customer service.
- Ensure all Front Office areas enhance the overall guest experience.
- Review comment cards, guest satisfaction results, and other data to identify improvement areas.
- Handle guest problems and complaints and observe and provide feedback on service behaviors.

Managing and Conducting Human Resource Activities:
- Identify developmental needs of others, coaching, mentoring, or helping improve knowledge or skills.
- Provide guidance and direction to subordinates, set performance standards, and monitor performance.
- Establish challenging, realistic, and attainable goals for operation and performance.
- Solicit employee feedback, utilize an open-door policy, and address employee problems or concerns.
- Ensure fair and equitable treatment of employees and manage progressive discipline procedures.
- Administer the performance appraisal process for direct report managers.
- Interview and hire managers and hourly team members with appropriate skills and in a timely manner to meet business needs.