Front Office Manager

Company: Marriott International –

WebSite: Dubai, United Arab Emirates

Job Description:**Job Description: Front Office Supervisor**

**Le Méridien Dubai Hotel & Conference Centre**

**Job Summary:**

The Front Office Supervisor assists the Front Office Manager in overseeing the daily operations of the front office, including bell/door staff, switchboard, and guest services/front desk. This position is responsible for supervising staff, ensuring efficient guest check-in and check-out processes, maximizing guest and employee satisfaction, and optimizing departmental financial performance.

**Candidate Profile:**

* High school diploma or GED with two years of experience in guest services, front desk operations, or a related field; **or**
* A two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.

**Core Responsibilities:**

* **Guest Service and Front Desk Operations:**
* Manage daily operations to ensure quality standards and customer expectations are consistently met.
* Develop and implement specific goals and plans to prioritize, organize, and accomplish work effectively.
* Address guest complaints, resolve disputes, and negotiate solutions.
* Monitor staffing levels to meet guest service, operational, and financial objectives.
* Maintain open communication with employees regarding business objectives, expectations, performance recognition, and desired outcomes.
* Understand and manage the impact of departmental operations on overall property financial goals, striving to achieve or exceed targets.

* **Team Leadership and Management:**
* Utilize interpersonal and communication skills to lead, influence, and motivate others, promoting sound financial and business decision-making while upholding honesty and integrity.
* Foster a collaborative environment built on trust, respect, and cooperation among team members.
* Serve as a role model demonstrating appropriate professional conduct.
* Supervise and manage employee performance, ensuring all day-to-day operations are handled effectively.
* Possess a thorough understanding of all employee positions to provide coverage in their absence.
* Establish and maintain open communication with employees, ensuring they extend the same courtesy to their colleagues.
* Supervise all areas of the Front Office in the absence of the Front Office Manager or Assistant Front Office Manager.

* **Customer Service Excellence:**
* Provide exceptional services to ensure customer satisfaction and foster loyalty.
* Enhance service delivery by understanding guest needs, offering guidance, and providing individualized coaching when necessary.
* Respond promptly and effectively to guest problems and complaints.
* Set a positive example for guest relations and empower employees to deliver excellent customer service.
* Observe employee service behaviors and provide constructive feedback.
* Interact with customers to gather feedback on product quality, service levels, and overall satisfaction.
* Ensure employees understand customer service expectations and parameters.
* Emphasize guest satisfaction during departmental meetings and promote continuous improvement initiatives.

* **Project and Policy Management:**
* Implement the customer recognition/service program, ensuring effective communication and adherence to established processes.
* Train staff and monitor compliance with credit policies and procedures to minimize bad debts and rebates.
* Oversee same-day selling procedures to maximize room revenue and control property occupancy.
* Supervise daily Front Desk shift operations, ensuring compliance with all policies, standards, and procedures.
* Ensure fair and consistent administration of property policies, disciplinary procedures, and documentation according to Standard and Local Operating Procedures (SOPs and LSOPs), and support the Peer Review Process.

* **Human Resource Support:**
* Support employee development through coaching, mentoring, and skill enhancement initiatives.
* Solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to address concerns.
* Bring employee satisfaction issues to the attention of the Department Manager and Human Resources.
* Assist in the recruitment and hiring of qualified team members.
* Support a departmental orientation program to ensure new hires receive adequate training.
* Participate in employee progressive discipline procedures.

**Additional Responsibilities:**

* Provide timely and relevant information to supervisors, colleagues, and subordinates via telephone, written communication, email, or in person.
* Analyze information and evaluate results to determine the optimal solutions to address problems.
* Provide timely updates to executives, peers, and subordinates on pertinent information.
* Perform all duties at the Front Desk as required.
* Manage Front Desk shifts as needed.
* Participate in departmental meetings and communicate a clear and consistent message regarding Front Desk goals to achieve desired outcomes.

Marriott International is an equal opportunity employer committed to fostering an inclusive environment where all associates are valued and have the opportunity to succeed.

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