Mgr Front Office I📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a Front Office Manager I to join their team in Medina, Al-Madinah Al-Munawarah. This is a full-time position focused on overseeing front office operations and ensuring exceptional guest experiences.

Role Overview

The Front Office Manager I assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. This role directs and works with managers and employees to ensure efficient check-in and check-out processes, guest and employee satisfaction, and the maximization of the department's financial performance. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk.

Key Responsibilities

• Manage day-to-day operations, ensuring quality standards and meeting customer expectations.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle guest complaints, settle disputes, and resolve conflicts.
• Supervise staffing levels to meet guest service, operational needs, and financial objectives.
• Ensure ongoing communication with employees regarding business objectives, expectations, and performance recognition.
• Understand the impact of departmental operations on overall property financial goals and strive to meet or exceed them.
• Utilize interpersonal and communication skills to lead and influence others, advocating sound financial and business decisions.
• Encourage mutual trust, respect, and cooperation among team members, serving as a role model.
• Supervise and manage employees, understanding their duties to perform them in their absence.
• Establish and maintain open, collaborative relationships with employees.
• Supervise all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• Provide services that exceed customer expectations 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.
• Set a positive example for guest relations and empower employees to provide excellent customer service.
• Observe employee service behaviors and provide feedback.
• Interact with guests to obtain feedback on product quality and service levels.
• Emphasize guest satisfaction during departmental meetings and focus on continuous improvement.
• Implement customer recognition and service programs.
• Train staff and monitor adherence to credit policies and procedures.
• Supervise same-day selling procedures to maximize room revenue and control occupancy.
• Supervise daily Front Desk shift operations and ensure compliance with policies and procedures.
• Ensure property policies are administered fairly and consistently.
• Support the developmental needs of others through coaching and mentoring.
• Solicit employee feedback and address employee problems or concerns.
• 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 and run shifts whenever required.
• Participate in departmental meetings and communicate clear messages regarding Front Desk goals.

Qualifications and Experience

• High school diploma or GED; 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; no work experience required.

Work Location and Type

This is a full-time position located in Medina, Al-Madinah Al-Munawarah.