Guest Service Manager

SOFITEL DUBAI the obelisk

Sofitel Dubai the Obelisk scheduled to open in the first quarter of 2020, will be Sofitel’s largest property in the Middle East. The hotel will feature 595 luxury guestrooms inclusive of 68 suites and 97 serviced apartments in the heart of Dubai. A variety of trendy restaurants and bars including a contemporary Asian restaurant, a Gastro Pub, a French Brasserie and Patio will bring residents and patrons together to celebrate the French “Joie de Vivre”. Guests will have the option to unwind at the So Spa and outdoor pools with private cabanas or workout in a fully-fledged fitness centre. Business travelers will have access to 1,589 square meter of meeting space including one state-of-the-art ballroom ideal for the most sought after social gatherings.

Part of the Wafi Mall new extension and close to the iconic Raffles Dubai, Sofitel Dubai the Obelisk will infuse the brand’s essence with capitalizing on a perfect balance of modernism and ancient Egypt reflective of the renowned design elements of Wafi. If you are as excited as we are about connecting hearts and showing your guest passion, join us as the next Heartist – Front Office Manager and help us to make Sofitel Dubai the Obelisk a truly welcoming destination!

• Manage and supervise all tasks of guest service  personnel to ensure guests receive prompt, cordial attention and personal recognition
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
• Monitor Front Office, and particularly Guest Relations personnel, to ensure priority guests, repeat guests and other VIPs receive special attention and recognition
• Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program
• Maintain inter-departmental relationships to ensure seamless customer service
• Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
• Schedule and regularly conducts routine inspections of areas under his/her control
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Know system recovery procedures
• Interpret computer reports and compile relevant statistics for front office
• Continually check the accuracy of room count
• Approve upgrades and special amenities
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
• Communicate to Director of Rooms all pertinent information such as the expected arrival and departure of VIPs
• Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements
• Work with the Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
  • Plan for future staffing needs and recruit in line with company guidelines
  • Prepare detailed induction programmes for new staff
  • Analyse training needs of Front Office staff and develop training programmes
  • Conduct probation and formal performance appraisals
  • Coach, counsel, discipline staff and provide constructive feedback to staff
• Work with the Finance and Business Manager in the preparation and management of the department’s budget
• Adhere to OH&S policies and procedures and ensure all direct reports do the same
• Log security incidents and accidents in accordance with hotel requirements

• Excellent communication skills in English
• Ability to communicate in a second language
• Ability to work well under pressure, focus on details, think clearly, analyze and resolve problems, exercise good judgment, always with calm and composure
• Strong working knowledge of budgets, forecasting, profit and loss statements
• Ability to train and motivate individuals, creating and maintaining a cohesive team
• Good computer knowledge; able to use property management system
• Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
• Ability to ensure security and confidentiality of guest and hotel information
• Ability to work with constant interruptions with a high degree of professionalism
• Ability to prioritize and organize work assignments; delegate work
• Ability to direct performance of staff and follow up with corrections where needed