Assistant Front Office Manager Job at Marriott International, Inc

Marriott International, Inc | Abu Dhabi

Posting Date: Aug 11, 2020
Job Number: 20044917
Job Category: Rooms and Guest Services Operations
Location: Al Wathba, a Luxury Collection Desert Resort & Spa, Abu Dhabi, Al Wathba District, 50 KM South East, Abu Dhabi, United Arab Emirates, United Arab Emirates VIEW ON MAP
Brand: The Luxury Collection
Schedule: Full-time
Relocation?: No
Position Type: Management

Start Your Journey With Us
Deep within the desert landscape lies Al Wathba, a Luxury Collection Desert Resort & Spa, Abu Dhabi - an intimate retreat suffused with natural beauty and serene tranquility. With a distinct Spa as the hallmark of the hotel experience, guests can rebalance their equilibrium and embark on an individual wellness journey. Inspired by classical dwellings, the boutique resort’s 103 guest rooms and villas feature timeless local details, traditional artwork, and Arabesque accessories, alongside a range of dining destinations showcasing the dunes

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JOB SUMMARY
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, and Guest Services/Front Desk. Directs and work with managers and employees to execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the Front Office.

CANDIDATE PROFILE
Education and Experience:

Degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major.
Leading luxury 5 star hotel background.
Minimum 1 year as Assistant Front Office Manager in a leading 5 start Hotel operation.
Experience in managing a multicultural team.
Middle Eastern / Asia experience will be a plus.
Arabic Speaker Preferred.

CORE WORK ACTIVITIES
Leading Guest Services Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures recognition of employees is taking place across areas of responsibility.
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Celebrates successes and publicly recognizes the contributions of team members.

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Maintaining Guest Services and Front Desk Goals

Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

Ensures compliance with all Front Office policies, standards and procedures.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Ensuring Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Strives to improve service performance.
Empowers employees to provide excellent customer service.
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
Responds to and handles guest problems and complaints.
Observes service behaviours of employees and provides feedback to individuals and/or managers

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Application Procedure:
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