AsstMgr Front Office I

About the Role

The Luxury Collection is seeking an Assistant Manager, Front Office I, to join their team in Ad Diriyah, Riyadh, Saudi Arabia. This full-time role involves assisting the Front Office Manager in overseeing daily front office operations and supervising staff across Bell/Door Staff, Switchboard, and Guest Services/Front Desk areas. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Lead and influence staff using interpersonal and communication skills, advocating for sound financial and business decisions.
• Supervise and manage daily operations, ensuring quality standards and customer expectations are met.
• Develop specific goals and plans to prioritize, organize, and accomplish work objectives.
• Handle guest complaints, settle disputes, and resolve grievances and conflicts effectively.
• Collaborate with the Front Office Manager to continuously improve departmental service.
• Communicate clear and consistent messages regarding Front Office goals to achieve desired results.
• Participate in the development and implementation of corrective action plans based on guest feedback.
• Ensure compliance with all Front Office policies, standards, and procedures.
• Monitor adherence to credit policies and procedures to minimize bad debts and rebates.
• Function in place of the Front Office Manager during their absence.

Guest Services and Satisfaction

• Provide services that exceed customer expectations for satisfaction and retention.
• Improve service by guiding and coaching individuals to understand guest needs.
• Serve as a role model for appropriate behaviors and set a positive example for guest relations.
• Empower employees to deliver excellent customer service.
• Interact regularly with customers to gather feedback on product quality, service levels, and overall satisfaction.
• Provide feedback to employees based on observations of service behaviors.

Team Leadership and Development

• Encourage and build mutual trust, respect, and cooperation among team members.
• Ensure employee recognition programs are implemented across all shifts.
• Establish and maintain open, collaborative relationships with employees.
• Understand employee positions sufficiently to perform duties in their absence.

Operational Management

• Direct and work with managers and employees to ensure efficient check-in and check-out processes.
• Maximize the financial performance of the department.
• Implement customer recognition/service programs and ensure their effective communication.
• Communicate critical information from pre- and post-convention meetings to Front Office staff.

Qualifications

• 2-5 years of experience in a related field.
• Demonstrated ability to lead, influence, and encourage others.
• Strong problem-solving skills, including analyzing information and evaluating results to choose optimal solutions.
• Ability to inform and update executives, peers, and subordinates on relevant information in a timely manner.
• Commitment to ensuring guest and employee satisfaction.