AsstMgr Front Office📣 Job Ad

About the Role

Edition is seeking a dedicated Assistant Front Office Manager to join its team in Makkah, Saudi Arabia. This full-time role involves assisting the Front Office Manager in the daily management of Front Office functions and staff supervision. The scope of responsibility includes bellmen/doormen, switchboard operations, and guest services/front desk. The primary objective is to ensure efficient check-in and check-out processes, maintain high levels of guest and employee satisfaction, and contribute to maximizing the department's financial performance.

Team Leadership and Management

• Supervise and manage Front Office employees, overseeing all daily operations.
• Utilize interpersonal and communication skills to guide, influence, and encourage team members.
• Foster an environment of mutual trust, respect, and cooperation among staff.
• Ensure employees are recognized across all shifts and establish and maintain open, collaborative relationships.
• Lead by example, demonstrating honesty, integrity, and advocating for sound financial and business decisions.
• Understand all employee positions to perform duties in their absence when required.

Guest Services and Operational Excellence

• Manage daily operations to ensure quality standards are met and customer expectations are consistently achieved.
• Develop specific goals and plans to prioritize, organize, and complete work effectively.
• Handle complaints, resolve disputes, dissatisfaction, and conflicts, or negotiate solutions.
• Strive to improve service performance and collaborate with the Front Office Manager for continuous departmental service improvement.
• Communicate clear and consistent information regarding Front Office goals to achieve desired results.
• Participate in developing and implementing corrective action plans based on guest feedback and satisfaction results.
• Emphasize customer satisfaction during all departmental meetings and focus on continuous improvement.

Customer Experience and Policy Compliance

• Provide service that exceeds expectations, achieving customer satisfaction and retention.
• Improve service quality by communicating and assisting individuals to understand customer needs, providing guidance, feedback, and personal coaching.
• Set a positive example for customer relationships and exhibit excellent hospitality skills.
• Empower employees to provide excellent customer service and regularly interact with customers for feedback on product quality, service levels, and overall satisfaction.
• Implement customer recognition/service programs and ensure their effective communication and process.
• Ensure compliance with all Front Office policies, standards, and procedures.
• Oversee compliance with all credit policies and procedures to reduce bad debts and refunds.

Qualifications and Experience

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

General Duties and Communication

• Provide information to supervisors and colleagues via phone, written form, email, or in person.
• Analyze information and evaluate results to select the best solution and solve problems.
• Timely inform and/or update superiors, colleagues, and subordinates with relevant information.
• Perform duties of the Front Office Manager when absent.
• Communicate important pre- and post-meeting information to Front Office staff and participate in departmental meetings.