Front Desk Manager - Franchised
Marriott
- Dubai
- Permanent
- Full-time
Job Category Rooms & Guest Services Operations
Location Sheraton Grand Hotel Dubai, 3 Sheikh Zayed Road, Dubai, United Arab Emirates, United Arab Emirates
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type ManagementAdditional Information: This hotel is owned and operated by an independent franchisee, SRG Holding Limited. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.Job DescriptionPOSITION PURPOSETo ensure that FO and concierge associates are all on brand, in control and perform their duties as perSheraton Brand Standards and to build a Service Culture based on Sheraton and Marriott Core Values, Brand Differentiators.
- Ensure the effective and professional running of the day to day various FO and concierge departments operations while keeping a strong communication channel to ensure the smooth flow of information.
- Develop and lead revenue generating/cost effective initiatives to contribute directly to the hotel profitability.
- Understand individual front office and Concierge department’s operational scope and ensure that each supervisor/manager is well equipped to run his/her department smoothly.
- Ensure hiring the right associates that fulfil and deliver our service promise.
- Ensure that services provided by Front Office and concierge team members are in harmony with our Sheraton/Marriott core values and delivering on brand arrival and departure experiences throughout every guest stay.
- Lead with the Director of Operations a GSS weekly and monthly analysis to identify factors for delights factors and dissatisfaction factors and prepare action plan for improvement.
- Ensure with the Director of Operations that guests feedback through all channels are attended to, action-ed and answered, GXP profiles must be updated with all guests’ feedback.
- Ensure with Director of Operations that guests are contacted prior, during and post their stays by our Lobby Ambassadors and CLB manager/supervisor.
- Develop with all concerned and implement a cost effective and personalized based VIP amenities program.
- Lead with the Director of Operations the GXP/GPS community in the hotel.
- Ensure the full compliance and implementation of the WELCOME upon Check in and FAREWELL upon check out.
- Use GXP to update guests profiles with requests, defects, preferences and any other
- comments/information acquired during stay
- Develop and facilitate smooth and clear ways of communication between Front Office, F&B, HK and Engineering.
- Develop and facilitate an easy way to enhance product and service knowledge among associates.
- Ensure the high balance is in control.
- Ensure compliance with PCI policies.
- Ensure GSA appraisal and LPP are made on a timely manner.
- Meet VIPs on arrival and departure and ensure satisfaction with check in and checkout processes.
- Participate as a member of the Hotels Fire and Emergency Team as required; while enforcing the safety and security tips of the Front Desk Team.
- Ensure with no failure that checking in and out guests are registered in the Government CID reporting system including scanning their passports.
- Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
- Identify training needs, plan for short and long term development program and train associates accordingly.
- Build positive, effective and on brand relationships with internal and external customers including VIPs and BONVOY elite members (G,P&V)
- Enforce free marketing activities to promote the hotel services through our guests by encouraging them to post reviews and tweets in the various social media.
- Actively participate in the hotel sustainability, community and OI activities.
- Ensure that Front Office and concierge FOH and BOH areas are on brand.
- Ensure proper grooming of his/her associates at all times as per hotel guidelines.
- Ensure that the MOBILE CHECK IN AND CHECK OUT is running smoothly.
- We do expect that you do have the experiences/ behaviors below. You:
- Have a high level of emotional intelligence to adapt to various cultural settings and situations;
- Thrive on achieving guest satisfaction and owning the guest;
- Consider every situation as a marketing opportunity to showcase the hotel products and services;
- Have a hobby which translates into work-life balance;
- Have passion for new trends and relates this to practical business application;
- Communicates effectively at all levels assertively;
- Play as a team and put the efforts of the team members before your own;
- Celebrate success within the team;
- Build lasting and fruitful relationships with both internal and external customers;
- Have immaculate personal presentation e.g. grooming and conversational ability;
- Consistently display ambassadorship in relation to Marriott hotels and the ownership;
- Embrace diversity & inclusion;
- Adapt to sudden changes in operation
- Demonstrate effective problem solving skills and analysis of issues and trends, in order to develop and apply appropriate strategies;
- Have the ability to plan and prioritize in order to achieve deadlines;
- Have knowledge of hotel computer systems and other IT related applications;
- Uphold ethical business practices.
- 3 years of experience in a FO management position.
- Computer, Opera and GXP knowledge and skills.
- Preferably Marriott Associate
- Strong Leadership skills
- Driver personality who drives people effectively
- Problems trouble shooter
- Flexible
- Excellent communication and follow up skills