Mgr Front Office I📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a Manager-Front Office I to join their team in Medina, Al-Madinah Al-Munawarah. This full-time position involves assisting the Front Office Manager in overseeing daily front office operations and supervising staff. The role requires a proactive approach to ensure efficient guest services and maximize departmental financial performance.

Core Responsibilities

The Manager-Front Office I will be responsible for administering front office functions, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. This position directs and works with managers and employees to implement procedures that ensure a smooth check-in and check-out process. Key duties include managing day-to-day operations to meet customer expectations, developing departmental goals, and handling guest complaints and disputes. The role also involves supervising staffing levels to meet service, operational, and financial objectives, and ensuring consistent communication with employees regarding business goals and performance recognition.

Team Leadership and Guest Service Excellence

This role requires strong leadership to influence and encourage team members, advocating for sound business decisions and leading by example. Building mutual trust and cooperation among team members is essential. The Manager-Front Office I will supervise and manage employees, understanding their roles to cover duties in their absence. Establishing open, collaborative relationships within the team is a priority. A significant focus is placed on ensuring exceptional customer service by exceeding guest expectations, providing guidance and coaching to employees, and responding effectively to guest issues. The role involves setting a positive example for guest relations and empowering employees to deliver excellent service, while continuously gathering guest feedback to drive improvements.

Operational Management and Policy Adherence

The Manager-Front Office I will oversee the implementation of customer recognition programs and ensure adherence to credit policies and procedures to minimize bad debts. This includes supervising same-day selling procedures to maximize room revenue and control occupancy. Daily Front Desk operations will be supervised to ensure compliance with all policies, standards, and procedures. The role also involves ensuring that property policies are administered fairly and consistently, and that disciplinary procedures are followed according to Standard and Local Operating Procedures.

Qualifications and Experience

Candidates should possess a high school diploma or GED and have 2 years of experience in guest services, front desk, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is acceptable with no prior work experience required. The required experience level for this role is between 2-5 years.

Additional Duties and Support

The role includes supporting the developmental needs of others through coaching and mentoring. Soliciting employee feedback and addressing concerns is part of the responsibilities, with issues being escalated to the department manager and Human Resources as needed. Assistance may be required in interviewing and hiring team members. The Manager-Front Office I will also participate in departmental meetings, communicate departmental goals, and perform all Front Desk duties as necessary, including running shifts when required. This position involves analyzing information, evaluating results, and solving problems effectively.