AsstMgr Front Office I

About the Role

Sheraton Hotels & Resorts is seeking an Assistant Front Office Manager I to join their team in Medina, Al Madinah. This full-time position requires 2-5 years of experience and involves assisting the Front Office Manager in daily operations and staff supervision across Bell/Door Staff, Switchboard, and Guest Services/Front Desk areas. The role focuses on ensuring efficient check-in and check-out processes, maximizing departmental financial performance, and maintaining high levels of guest and employee satisfaction.

Key Responsibilities

• Lead and influence the front desk team, fostering mutual trust and cooperation.
• Supervise and manage daily operations, ensuring quality standards and customer expectations are met.
• Handle guest complaints, disputes, and conflicts effectively.
• Collaborate with the Front Office Manager to continuously improve departmental service.
• Communicate clear and consistent messages regarding Front Office goals.
• Participate in developing and implementing corrective action plans based on guest feedback.
• Emphasize guest satisfaction in all departmental meetings.

Ensuring Exceptional Customer Service

• Provide services that exceed expectations for customer satisfaction and retention.
• Improve service by guiding and coaching individuals to understand guest needs.
• Serve as a role model for appropriate behaviors and guest relations.
• Empower employees to deliver excellent customer service.
• Interact regularly with customers to gather feedback on product quality, service levels, and overall satisfaction.
• Provide feedback to employees based on observations of service behaviors.

Operational Management

• Implement and ensure compliance with the customer recognition/service program.
• Ensure adherence to all Front Office policies, standards, and procedures.
• Monitor compliance with credit policies and procedures to minimize bad debts and rebates.
• Function in place of the Front Office Manager during their absence.
• Communicate critical information from pre- and post-convention meetings to Front Office staff.

Qualifications and Skills

• 2-5 years of relevant experience.
• Strong interpersonal and communication skills to lead and influence others.
• Demonstrated honesty, integrity, and sound financial/business decision-making.
• Ability to develop specific goals and plans to prioritize and organize work.
• Proficiency in analyzing information and evaluating results to solve problems.
• Outstanding hospitality skills.

Additional Responsibilities

• Provide information to supervisors and co-workers via telephone, written form, email, or in person.
• Inform and update executives, peers, and subordinates on relevant information in a timely manner.
• Participate in department meetings.