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 involves assisting the Front Office Manager in overseeing the Front Office department, including the Front Desk/Concierge, Switchboard, and Guest Services. The role requires a candidate with 5-10 years of experience in a similar capacity.

Key Responsibilities

The primary responsibilities of this role include managing daily operations to ensure quality standards and guest satisfaction. This involves establishing clear goals, organizing work, and effectively resolving guest feedback and complaints. The Manager will supervise staff members to ensure guest service, operational needs, and financial targets are met, maintaining consistent communication to foster job goal awareness and achieve results. A key aspect of the role is understanding the impact of Front Office operations on overall hotel financial goals and striving to exceed them.

Team Leadership and Support

This position requires strong interpersonal and communication skills to lead, influence, and motivate team members. Building mutual trust, respect, and cooperation is essential. The Manager will set an example through appropriate behavior and fully understand staff job descriptions to cover duties in their absence. Maintaining open, collaborative relationships with employees and ensuring they do the same within the team is crucial. The Manager will also oversee all Front Office areas when the Front Office Manager or Assistant Front Office Manager is unavailable.

Ensuring Superior Guest Services

A core function of this role is to provide service that exceeds guest expectations, leading to guest satisfaction and retention. This involves understanding guest needs through communication and cooperation, providing guidance and coaching to improve service quality, and effectively responding to and resolving guest issues and complaints. The Manager will set an example for guest relations, empower employees to deliver superior service, and observe employee service performance, providing constructive feedback. Interaction with guests to obtain feedback on product quality and service levels is also a key responsibility, reinforcing guest satisfaction and continuous improvement during departmental meetings.

Operational and Policy Management

The Manager will implement and communicate guest service and policy programs, ensuring adherence. This includes training employees and supervising compliance with credit policies and procedures to minimize losses. Daily sales processes will be supervised to maximize guest room revenue and control occupancy rates. The Manager will ensure compliance with all Front Desk policies, standards, and procedures, administering hotel policies fairly and consistently, and completing audit procedures according to standard operating procedures. Support for the peer review process is also expected.

Human Resources and Development Support

This role involves supporting the development needs of others through guidance, coaching, and assistance to enhance knowledge and skills. Soliciting employee feedback, utilizing an "Open Door" policy, and reviewing employee satisfaction results are key to identifying and resolving employee issues. Escalating significant employee satisfaction issues to the department manager and Human Resources is also required. The Manager will assist with interviewing and hiring team members with appropriate skills and support departmental onboarding training programs to ensure new employees are adequately prepared for their roles.