Mgr Front Office I📣 Job Ad

About the Role

Sheraton Hotels & Resorts in Medina is seeking a Front Office Manager I to assist in the administration of front office functions and supervise staff. This full-time position involves overseeing daily operations to ensure efficient guest services and maximize departmental financial performance.

Key Responsibilities

• Assist the Front Office Manager in administering front office functions and supervising staff across Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
• Direct and work with managers and employees to implement procedures for efficient check-in and check-out processes.
• Ensure guest and employee satisfaction while maximizing the financial performance of the department.
• Manage day-to-day operations, ensuring quality standards and meeting customer expectations.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle guest complaints, settle disputes, resolve grievances, and negotiate with others.
• Supervise staffing levels to meet guest service, operational needs, and financial objectives.
• Maintain ongoing communication with employees regarding business objectives, expectations, and performance recognition.
• Understand the impact of departmental operations on overall property financial goals and strive to achieve or exceed them.
• Utilize interpersonal and communication skills to lead, influence, and encourage others, advocating for sound financial and business decisions.
• Encourage and build mutual trust, respect, and cooperation among team members, serving as a role model.
• 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, setting a positive example for guest relations.
• Empower employees to provide excellent customer service and provide feedback on service behaviors.
• Interact with guests to obtain feedback on product quality and service levels, emphasizing guest satisfaction.
• Implement the customer recognition/service program and ensure its proper execution.
• Train staff and monitor adherence to credit policies and procedures to reduce bad debts.
• 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 and procedures.
• Ensure property policies are administered fairly and consistently, completing disciplinary procedures and documentation according to Standard and Local Operating Procedures.
• 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 team members 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 and run Front Desk shifts whenever required.
• Participate in departmental meetings and communicate clear and consistent messages regarding Front Desk goals.

Qualifications and Experience

Candidates must meet one of the following educational and experience requirements:

• High school diploma or GED; 2 years of experience in guest services, front desk, or a related professional area.
• A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; no work experience required.

Work Location and Type

This is a full-time position located in Medina, Al-Madinah Al-Munawarah.