Mgr Front Desk📣 Job Ad

About the Role

Le Méridien Hotels & Resorts is seeking a Mgr Front Desk to join our team in Riyadh, Saudi Arabia. This full-time position requires 5-10 years of relevant experience and involves assisting the Front Office Manager in overseeing daily front office operations. The role focuses on ensuring efficient check-in and check-out processes, maximizing departmental financial performance, and maintaining high levels of guest and employee satisfaction across areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk.

Key Responsibilities

• Manage day-to-day front office operations, ensuring quality standards and meeting customer expectations.
• Develop specific goals and plans to prioritize, organize, and accomplish work objectives.
• Handle guest complaints, settle disputes, and resolve grievances and conflicts effectively.
• Supervise staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Ensure regular, ongoing communication with employees to create awareness of business objectives, communicate expectations, and recognize performance.
• Understand the impact of department operations on overall property financial goals and manage to achieve or exceed them.
• Supervise all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Team Leadership and Development

• Utilize interpersonal and communication skills to lead, influence, and encourage team members, advocating sound financial/business decision-making.
• Encourage and build mutual trust, respect, and cooperation among team members, serving as a role model.
• Supervise and manage employees, understanding their positions well enough to perform duties in their absence.
• Establish and maintain open, collaborative relationships with employees.
• Support the developmental needs of others through coaching, mentoring, and skill improvement.
• Solicit employee feedback, utilize an "open door" policy, and review satisfaction results to address concerns.
• Assist as needed in the interviewing and hiring of team members and support departmental orientation programs.
• Participate in employee progressive discipline procedures.

Guest Service Excellence

• Provide services that exceed expectations for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching.
• Respond to and effectively handle guest problems and complaints.
• Set a positive example for guest relations and empower employees to provide excellent customer service.
• Observe service behaviors of employees and provide constructive feedback.
• Interact with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Ensure employees understand customer service expectations and parameters, emphasizing guest satisfaction and continuous improvement in all departmental meetings.

Operational Management and Compliance

• Implement the customer recognition/service program, communicating and ensuring its process.
• Train staff and monitor adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervise same-day selling procedures to maximize room revenue and control property 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 Standard and Local Operating Procedures (SOPs and LSOPs).
• Analyze information and evaluate results to choose the best solutions and solve problems.
• Run Front Desk shifts whenever necessary and participate in departmental meetings to communicate Front Desk goals.

Qualifications and Experience

• A minimum of 5-10 years of experience in front office management or a similar leadership role within the hospitality industry.
• Demonstrated ability to lead, influence, and supervise a team effectively.
• Strong interpersonal and communication skills, both written and verbal.
• Proven capability in managing daily operations, ensuring service quality, and achieving financial objectives.
• Experience in handling guest relations, resolving complaints, and fostering customer satisfaction.
• Understanding of human resource activities, including staff development, feedback, and disciplinary procedures.