Job title: Front Office Manager (pre Opening) Jumeirah Living Marina Gate

Company: Jumeirah

Job description: Job Description

Job Title Front Office Manager

Description

About Jumeirah & the Hotel:

At Jumeirah we are committed to encouraging and developing our colleagues, in a world class environment. We value diversity and equal opportunity, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, Africa and the Middle East.

Jumeirah Living Marina Gate is located along the water front of Dubai Marina, adjacent to the Cayan Tower and the Marriott Harbour Hotel and Suites overlooking the Marina Walk which includes a number of restaurants and cafes. The site is approximately 40 minutes away from the Dubai international Airport and 20 minutes from the Dubai World Central Airport. The overall development will include serviced and branded residences, gym facilities, as well as a residents lounge area.

About the Role:

The main purpose of this role will be to be responsible for the entire Front Office operation including Front Desk, Concierge, Telephones Ensures high level of guest satisfaction as well as for the financial results of the department with a focus on controlling the expenses and ensuring maximum room revenues are achieved.

Your main duties will be:

  • To ensure timely, efficient & professional welcome and check-in is provided by all Front Desk Colleagues ensuring customer satisfaction.
  • Maintain a high morale and productivity as well as good communication within the Front Office as well as between other departments.
  • Develop colleagues, Team Leaders and Managers by delegating tasks and then empower and coach them making sure they achieve the desired results.
  • Oversee the Maintenance and Configuration of the Opera system ensuring that input standards of profiles and reservations are correct, selling strategies are being followed and the system is cleaned from duplicate profiles and expired rates etc. on a regular basis.
  • Monitor the level of service provided by the department (i.e. by analyzing the Guest Satisfaction Reports) and constantly working on improving it through investigation, analysis and corrective action.
  • Prepare the departmental budget and put measures in place to achieve or exceed the budgeted profit.
  • Work in partnership with Guest Services, Reservations, Sales & Housekeeping to ensure guests needs are determined and met in regard to room requirements.
  • Demonstrate commitment to the development and implementation of the QMS system and continual improvement of its effectiveness by:
  • Communicating to colleagues the importance of meeting customer as well as regulatory & statutory needs.
  • Ensuring measurable quality objectives are established and actively participate in the review of these objectives.
  • Ensure customer requirements are determined & met.
  • Actively promote an awareness of customer requirements throughout the organization.
  • Ensure that responsibilities and authorities are defined and communicated within the organization.
  • Ensure appropriate communication processes are established.
  • Determine the necessary competence for colleagues and provide training or other actions to satisfy these needs.
  • Handle customer complaints and feedback according to Jumeirah standards ensuring complaints are recorded when necessary.
  • Ensure that colleagues are aware of the relevance and importance of their activities and how they contribute to the department objectives.
  • Maintain appropriate records of education, training, skills and experience.
  • Provide constant coaching, counseling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization.
  • Ensure manning and competence level of selected colleagues is sufficient for the department to meet the needs of the organization and customer.

Operational

  • Assist in the daily operation ensuring to always be a leading example showing excellent customer service skills.
  • Ensure that regular departmental meetings are being held and that open communication is taking place and outstanding issues are followed up.
  • Attend Operational, Department Head and Sales Meetings whenever required and actively participate in achieving common results.
  • Build and maintain a welcoming and close relationship with (regular) guests and meet VIPs on arrival when required.
  • Identify training needs in all areas, ensure that training is carried out

appropriately and that follow up on improvement is taking place.

  • Analyze business practices and identify opportunity for improvements, which result in increase in revenue of cost saving.
  • Originate ideas to improve service quality and to implement them.
  • Constantly analyze business practices and identify opportunity for improvements, which result in an increase in revenue, guest satisfaction and/or cost saving.
  • Assist in the daily operation ensuring to always be a leading example showing excellent customer service skills.
  • Act as the hotels Duty Manager, hence be fully aware of emergency procedures and able to handle such situations.
  • Handle booking out guests in case of an overbooking situation.
  • Ensure the general cleanliness of the lobby and entrance area.
  • Personally, on a daily basis verify that guests in the hotel are receiving the prescribed levels of service.
  • Actively promotes an awareness of guest requirements throughout the organization.

Financial

  • Prepare regular forecasts for occupancy and revenue and forward this to all concerned departments.
  • Take ultimate responsibility for the credit of all in-house guests ensuring that all colleagues are following the JI Finance Credit procedures.
  • Work closely with the Reservations Manager on the selling strategy ensuring that yield is maximized at all times.
  • Monitor cashiering procedures and any related problems closely and in coordination with the Finance department.
  • Issue purchase requests and approve store requisitions ensuring that departmental stocks (i.e. stationary) are sufficient, but not exceeding requirements.
  • Sign late charge letters and ensure that all charges are justified and sufficiently backed up.

Others:

  • To perform any related duties and special projects as requested by the Director of Rooms
  • Adhere to Jumeirah Internationals Guiding Principles and Hallmarks and to promote them to all colleagues making sure to always be an example for them.
  • Ensures competence level of all colleagues is sufficient for the departments to meet/exceed the requirements of the organization and guest.
  • Develop colleagues by delegating tasks and then empower and coach them making sure they achieve the desired results.
  • Carry out appraisals and Bi-Monthly Feedback Sessions.
  • Identify training needs, carry out training and document it appropriately.
  • Ensure that all colleagues follow the JI health, safety and hygiene policy and procedures, and that a high standard of grooming is maintained by all Front Office colleagues.
  • Carry out 1-2-1 meetings
  • Ensures appropriate and efficient communication

About you:

For this role you will need to have:

  • Bachelors degree or equivalent diploma in Hotel Administration or Business Administration
  • At least 2 years in a position of direct responsibility as Asst. Front Office Manager or within a hotel/resort
  • Demonstrates highly developed Rooms Management and Leadership skill set
  • Capable of developing, articulating and implementing
  • Possesses strong problem-solving, reasoning, and analytical abilities
  • Has excellent written and verbal English skills
  • Strong computer skills
  • Has high degree of intelligence and charisma and relates well to others
  • Takes initiative and works through obstacles, taking personal responsibility for results
  • Open-minded and excited by cultural and professional diversity
  • Demonstrates the values of our Guiding Principles: Teamwork, Respect, Innovation, People Focus, Integrity and Continuous Growth

About the Benefits:

This position offers a highly competitive salary and package which includes; housing allowance, medical coverage, pension, life and accident insurance, retail and leisure discounts, 50% discount off property F&B Outlets and reduced hotel rates. Married colleagues will enjoy family benefits for up to two children which include education assistance.

Expected salary:

Location: Jumeirah, Dubai

Job date: Fri, 26 Mar 2021 23:26:09 GMT

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