Mgr Front Office I📣 Job Ad

About the Role

W Hotels is seeking a Manager, Front Office I to join their team in Riyadh. This full-time position requires 5-10 years of experience and involves assisting the Front Office Manager in overseeing daily operations and supervising staff across various front office departments, including bell staff/concierge, switchboard, and guest services/front desk.

Front Office Operations Management

The primary function of this role is to support the Front Office Manager in ensuring the efficient and effective management of all front office operations. This includes guiding and working with the team to achieve seamless check-in and check-out processes, maximize guest and employee satisfaction, and optimize departmental financial performance. The role requires a proactive approach to daily operations, setting specific goals, and ensuring quality and standards are consistently met to exceed guest expectations.

Guest Service Excellence

A key responsibility is to ensure exceptional guest service is delivered at all times. This involves understanding guest needs through effective communication and cooperation, providing guidance and feedback to staff to improve service quality, and empowering the team to deliver outstanding experiences. The role requires actively responding to and resolving guest issues and complaints, building positive relationships with guests, and obtaining feedback on product quality and service levels to drive continuous improvement.

Team Leadership and Development

This position involves supervising and managing front office staff, ensuring they understand business goals and expectations. The role requires building trust, respect, and cooperation among team members, and setting a positive example through exemplary conduct. It is essential to possess a thorough understanding of all staff positions to effectively cover duties in their absence and to maintain open, collaborative relationships within the team. The manager will also supervise all front office areas in the absence of the Front Office Manager or Assistant Front Office Manager.

Operational and Financial Oversight

The role includes overseeing daily operations, ensuring adherence to all hotel policies, standards, and procedures, including credit policies to minimize bad debts. This involves managing daily sales figures to maximize guest revenue and control occupancy rates. The position requires understanding the financial impact of departmental operations and striving to meet or exceed financial targets. The manager will also be responsible for implementing guest recognition programs and ensuring their execution.

Human Resources Support and Additional Duties

Support for human resources activities is integral to this role. This includes assisting with interviewing and hiring team members, supporting departmental onboarding and training plans, and participating in staff progressive discipline procedures. The role also involves soliciting staff feedback, maintaining an open-door policy, and addressing staff concerns. Additional responsibilities include analyzing information to solve problems, informing clients of service changes, performing other front desk duties as assigned, and conducting departmental meetings to communicate performance goals.