Front Office Manager📣 إعلان

About the Role

W Hotels is seeking a Front Office Manager to oversee daily operations and staff supervision within the front office departments. This full-time position is based in Riyadh and requires 2-5 years of relevant experience. The role focuses on ensuring efficient guest services, maximizing departmental financial performance, and maintaining high standards of guest and employee satisfaction.

Key Responsibilities

• Manage day-to-day front office operations, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk, ensuring quality standards and customer expectations are met.
• Direct and collaborate with managers and employees to implement procedures for efficient check-in and check-out processes.
• Develop and prioritize specific goals and plans to organize and accomplish work effectively.
• Handle guest complaints, resolve disputes, and manage conflicts through negotiation.
• Supervise staffing levels to meet guest service needs, operational requirements, and financial objectives.
• Maintain regular communication with employees regarding business objectives, expectations, performance recognition, and desired results.
• Understand the impact of front office operations on overall property financial goals and strive to achieve or exceed them.
• Utilize interpersonal and communication skills to lead and influence others, advocating for sound financial and business decisions with honesty and integrity.
• Foster mutual trust, respect, and cooperation among team members, serving as a role model for appropriate behaviors.
• Supervise and manage employees, understanding their roles sufficiently to perform duties in their absence.
• Establish and maintain open, collaborative relationships with employees.
• Provide services that exceed customer expectations to ensure satisfaction and retention.
• Improve service by guiding and coaching employees on understanding guest needs and providing feedback.
• Respond to and manage guest problems and complaints effectively.
• Empower employees to deliver excellent customer service and observe their service behaviors, providing constructive feedback.
• Interact with guests to gather feedback on product quality, service levels, and overall satisfaction.
• Ensure employees understand customer service expectations and parameters.
• Emphasize guest satisfaction and continuous improvement during departmental meetings.
• Implement and communicate the customer recognition/service program.
• Train staff and monitor adherence to credit policies and procedures to minimize bad debts.
• Supervise same-day selling procedures to maximize room revenue and control property occupancy.
• Oversee daily Front Desk shift operations, ensuring compliance with all policies, standards, and procedures.
• Ensure property policies are administered fairly and consistently, including disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Support the developmental needs of others through coaching and mentoring.
• 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 interviewing and hiring employees with appropriate skills.
• Support departmental orientation and new hire training programs.
• Participate in employee progressive discipline procedures.
• Provide information to supervisors, co-workers, and subordinates through various communication channels.
• Analyze information and evaluate results to solve problems effectively.
• Inform and update executives, peers, and subordinates on relevant information in a timely manner.
• Perform all duties at the Front Desk as necessary and run shifts whenever required.
• Participate in departmental meetings and communicate clear, consistent messages regarding Front Desk goals.

Qualifications and Requirements

• High school diploma or GED; 2 years of experience in guest services, front desk, or a related professional area.
• Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no prior work experience required.

Work Environment

This is a full-time position located in Riyadh. The role involves direct interaction with guests and requires a strong understanding of hotel operations and customer service principles.