Mgr Front Office I📣 إعلان

About the Role

Sheraton Hotels & Resorts in Medina is seeking a Front Office Manager I to assist in administering front office functions and supervising staff. This full-time position involves overseeing daily operations to ensure efficient guest services and maximize departmental financial performance.

Key Responsibilities

The Front Office Manager I will manage day-to-day operations, ensuring quality standards and meeting customer expectations. This includes developing specific goals, prioritizing tasks, and organizing work to achieve objectives. The role involves handling guest complaints, settling disputes, and resolving conflicts. Supervision of staffing levels is crucial to meet guest service, operational needs, and financial targets. Regular communication with employees regarding business objectives, expectations, and performance recognition is essential. Understanding the impact of front office operations on overall property financial goals and working to meet or exceed these goals is a key aspect of the position.

Team Leadership and Guest Service Excellence

This role requires utilizing interpersonal and communication skills to lead, influence, and encourage team members, advocating for sound financial and business decisions, and demonstrating integrity. Building mutual trust, respect, and cooperation among team members is vital, with the manager serving as a role model for appropriate behaviors. The position involves supervising and managing employees, understanding their roles to perform duties in their absence, and establishing open, collaborative relationships. The Front Office Manager I will supervise all areas of the Front Office in the absence of the Front Office Manager or Assistant Front Office Manager. Providing services that exceed customer expectations for satisfaction and retention, improving service through communication and coaching, and responding to guest problems and complaints are core duties. Setting a positive example for guest relations and empowering employees to provide excellent customer service are also key functions. The manager will observe employee service behaviors, provide feedback, and interact with guests to obtain feedback on product quality and service levels, emphasizing guest satisfaction and continuous improvement.

Operational Management and Policy Adherence

Responsibilities include implementing customer recognition and service programs, training staff, and monitoring adherence to credit policies and procedures to reduce bad debts. The role involves supervising same-day selling procedures to maximize room revenue and control property occupancy, as well as overseeing daily Front Desk shift operations to ensure compliance with all policies, standards, and procedures. Ensuring property policies are administered fairly and consistently, and that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), supporting the Peer Review Process, are also part of the role.

Human Resources Support and Additional Duties

The Front Office Manager I will support the developmental needs of others through coaching and mentoring. Soliciting employee feedback, utilizing an open door policy, and reviewing employee satisfaction results to address concerns are important functions. Bringing employee satisfaction issues to the attention of the department manager and Human Resources, and assisting with interviewing and hiring team members with appropriate skills are also required. Supporting departmental orientation programs for new hires and participating in employee progressive discipline procedures are additional HR-related duties. The role also involves providing information to supervisors, co-workers, and subordinates, analyzing information to solve problems, and informing relevant parties of updates in a timely manner. Performing all duties at the Front Desk as necessary and running Front Desk shifts whenever required are also part of the responsibilities, along with participating in departmental meetings and consistently communicating Front Desk goals.

Qualifications and Experience

Candidates should possess a high school diploma or GED with 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 is acceptable with no work experience required.