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, Al-Madinah Al-Munawarah. This is a full-time position with a focus on front office operations and guest satisfaction.

Role Overview

The Mgr-Front Office I assists the Front Office Manager in administering daily front office functions and supervising staff. This role oversees areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position is responsible for directing and working with managers and employees to ensure efficient check-in and check-out processes, guest and employee satisfaction, and maximizing the department's financial performance.

Key Responsibilities

• Manage day-to-day operations to ensure quality standards and meet customer expectations.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle guest complaints, disputes, grievances, and 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 manage to achieve or exceed them.
• Utilize interpersonal and communication skills to lead and influence team members, advocating sound financial/business decisions.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model for appropriate behaviors.
• Supervise and manage employees, understanding their roles well enough to perform duties 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 communicating and assisting individuals to understand guest needs, providing guidance and feedback.
• 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 the customer recognition/service program.
• 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 all policies, standards, and procedures.
• Ensure property policies are administered fairly and consistently, and disciplinary procedures are completed according to SOPs and LSOPs.
• Support the developmental needs of others through coaching and mentoring.
• Solicit employee feedback and review employee satisfaction results to address concerns.
• Bring employee satisfaction issues to the attention of the department manager and Human Resources.
• Assist in interviewing and hiring employees with appropriate skills.
• 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 necessary.
• Participate in departmental meetings and communicate 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.