Mgr Front Office I📣 إعلان
منذ يوم واحد
 | نوع العقد | دوام كامل |
 | طبيعة الوظيفة | بالموقع |
 | الموقع | المدينة المنورة |
About the Role
Sheraton Hotels & Resorts is seeking a Mgr-Front Office I to join their team in Medina, Central Area District. This full-time position involves assisting the Front Office Manager in overseeing the daily operations of the front office department, which includes Front Desk, Concierge, Bell Staff, Switchboard, and Guest Services.
Core Responsibilities
The primary responsibility of this role is to supervise daily front office operations, ensuring that quality standards are met and guest expectations are fulfilled. This includes establishing specific goals and plans to prioritize, organize, and accomplish work effectively. The role also involves handling guest complaints, resolving conflicts, and engaging in complex problem-solving to ensure guest satisfaction.
- Supervise staff and manage all daily operations to meet guest service, operational needs, and financial targets.
- Maintain consistent communication with staff to build awareness of business goals, communicate expectations, and achieve desired results.
- Understand the impact of department operations on overall hotel financial goals and strive to meet or exceed targets.
- Oversee all front office areas in the absence of the Front Office Manager or Assistant Front Office Manager.
Leadership and Team Management
This position requires strong leadership and interpersonal skills to influence and inspire team members. It involves advocating for sound financial and business decision-making, demonstrating integrity, and fostering mutual trust, respect, and cooperation among staff. The role also includes setting a positive example in behavior and understanding staff roles to cover duties in their absence.
- Build and maintain open, collaborative relationships with staff.
- Empower staff to provide excellent guest service.
- Observe staff service performance and provide constructive feedback.
Guest Service Excellence
A key aspect of this role is ensuring service that exceeds guest expectations, leading to guest satisfaction and retention. This involves communicating and collaborating with individuals to understand guest needs, providing guidance, feedback, and coaching to improve service quality. Responding to and handling guest issues and complaints effectively is also crucial.
- Interact with guests to obtain feedback on product quality and service levels.
- Ensure staff understand guest service standards and elements.
- Emphasize guest satisfaction during departmental meetings and focus on continuous improvement.
Operational Policies and Procedures
The role involves implementing guest recognition and service programs, ensuring they are communicated and enforced. Training staff and monitoring adherence to credit policies and procedures to reduce bad debts and room charge-offs is also a responsibility. Monitoring daily sales performance to maximize guest room revenue and control hotel occupancy rates, while overseeing daily front office shift operations, are essential functions.
- Ensure hotel policies are administered fairly and consistently, following standard operating procedures.
- Complete disciplinary procedures and documentation, and support peer review processes.
Human Resources Support
This position supports human resources activities by contributing to staff development through coaching and mentoring. Soliciting staff feedback, utilizing an "open door policy," and reviewing staff satisfaction results are key to identifying and resolving staff issues. The role also involves assisting with interviewing and hiring team members, supporting department onboarding training schedules, and participating in staff progressive discipline procedures.
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