Assistant Front Office Manager

About the Role

The Luxury Collection is seeking an Assistant Front Office Manager to join their team in Makkah, Saudi Arabia. This full-time, entry-level management position is responsible for leading and assisting with the successful completion of daily shift requirements across various front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role focuses on ensuring guest and employee satisfaction while contributing to the achievement of the operating budget and assisting with financial and administrative responsibilities.

Key Responsibilities

• Lead and influence team members through effective interpersonal and communication skills, advocating for sound financial and business decisions, and demonstrating honesty and integrity.
• Foster mutual trust, respect, and cooperation among team members, serving as a role model for appropriate behaviors.
• Support all day-to-day front office operations and be capable of performing duties in employees' absence.
• Coach, counsel, and encourage employees, addressing their questions and concerns.
• Guide daily Front Desk shift operations and communicate performance expectations in line with job descriptions.
• Manage daily operations to ensure quality standards are met and customer expectations are consistently achieved.
• Develop specific goals and plans to prioritize, organize, and accomplish work tasks.
• Handle complaints, settle disputes, and resolve grievances and conflicts effectively.
• Participate in department meetings and communicate clear, consistent messages regarding Front Desk goals.
• Supervise staffing levels to meet guest service, operational needs, and financial objectives.
• Train staff on adherence to credit policies and procedures to minimize bad debts and rebates.
• Supervise same-day selling procedures to maximize room revenue and property occupancy.
• Provide exceptional customer service, setting a positive example for guest relations and empowering employees within guidelines.
• Interact with guests to gather feedback on product quality and service levels.
• Implement customer recognition/service programs and assist in reviewing comment cards and guest satisfaction results.
• Ensure employees have proper supplies and uniforms.
• Utilize guest information tracking systems for repeat guest recognition and problem resolution.
• Identify developmental needs of others, providing coaching, mentoring, and training as appropriate.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Participate in ongoing employee recognition programs and the performance appraisal process.
• Provide information to supervisors, co-workers, and subordinates via various communication channels.
• Analyze information and evaluate results to solve problems and choose optimal solutions.
• Inform and update executives, peers, and subordinates on relevant information in a timely manner.
• Perform all necessary duties at the Front Desk and understand the functions of Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Comply with loss prevention policies and procedures.

Qualifications and Experience

• A minimum of 2-5 years of experience in a relevant field.
• Demonstrated ability to lead and influence others effectively.
• Strong understanding of front office operations and guest service principles.
• Proficiency in managing daily operations and achieving customer satisfaction.

Work Environment

This is a full-time position based in Makkah, with potential operational needs in Jeddah. The role involves working within a dynamic front office environment, requiring strong collaboration with team members and other departments to ensure seamless guest experiences.