Mgr Front Office I📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a Mgr-Front Office I to join their team in Medina, Eastern Province. This is a full-time position focused on assisting the Front Office Manager in daily operations and staff supervision.

Role Overview

This role involves overseeing front office functions, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position directs and collaborates with managers and employees to ensure efficient check-in and check-out processes, guest satisfaction, and the financial performance of the department.

Key Responsibilities

• Manage daily operations to ensure quality standards and meet customer expectations.
• Develop and implement plans to prioritize, organize, and accomplish work.
• Handle guest complaints, disputes, grievances, and conflicts.
• Supervise staffing levels to meet guest service, operational, and financial objectives.
• Ensure ongoing communication with employees regarding business objectives, expectations, and performance recognition.
• Understand and manage department operations to achieve or exceed financial goals.
• Utilize interpersonal skills to lead and influence team members, advocating for sound financial and business decisions.
• Foster mutual trust, respect, and cooperation among team members.
• Serve as a role model for appropriate professional behaviors.
• Supervise and manage employees, understanding their roles to perform duties in their absence.
• Establish and maintain open, collaborative relationships with employees.
• Oversee all Front Office areas in the absence of the Front Office Manager or Assistant Front Office Manager.
• Provide exceptional customer service, aiming for satisfaction and retention.
• Improve service by understanding guest needs and providing guidance and coaching to employees.
• Respond to and handle guest problems and complaints effectively.
• Set a positive example for guest relations and empower employees to deliver excellent service.
• Observe employee service behaviors and provide constructive feedback.
• Interact with guests to gather feedback on product quality and service levels.
• Emphasize guest satisfaction and continuous improvement in departmental meetings.
• Implement customer recognition and service programs.
• Train staff and monitor adherence to credit policies to reduce bad debts.
• Supervise same-day selling procedures to maximize room revenue and control occupancy.
• Oversee daily Front Desk shift operations and ensure compliance with policies and procedures.
• Administer property policies fairly and consistently, ensuring proper documentation for disciplinary procedures.
• Support employee development through coaching and mentoring.
• Solicit employee feedback and address concerns to improve employee satisfaction.
• Assist in interviewing and hiring team members.
• Support departmental orientation and new hire training programs.
• Participate in employee progressive discipline procedures.
• Provide information to supervisors, co-workers, and subordinates.
• Analyze information and evaluate results to solve problems.
• Inform and update executives, peers, and subordinates on relevant information.
• Perform all duties at the Front Desk as necessary.
• Run Front Desk shifts whenever required.
• Participate in departmental meetings and communicate Front Desk goals.

Qualifications and Experience

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

Work Environment

This is a full-time position located in Medina, Eastern Province.