Front Office Manager

Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.

Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.

With touches of French elegance interlaced throughout the resort, we invite guests to enjoy an environment “Where life lives” and indulge in excellence.

The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.

• To oversee the Front Office operations, including the Reception, Bell Desk, Concierge, Guest Relations, and Valet Parking, and to personally supervise the above in the involved supervisor’s absence, ensuring that the hotel standards and procedures are fully known and followed.
• To ensure a proper coverage and supervision of the Front Office sections at all times.
• To ensure appropriate stock level for the smooth run of the Front Office operations and to approve requisitions accordingly.
• To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests, playing a Public Relations role.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To act as a representative of the Management when dealing with guest complaints or to help out if a member of the Front Office team is facing difficulties that she/ he cannot solve on her/ his own.
• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
• To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.
• To implement and control the Focus and other financial and audit procedures.
• To be aware of all VIPs visiting or staying in the hotel.
• To daily review the Night Audit reports related to the Front Office.
• To ensure that the departure lists are updated, check-out times are respected and that the transportation needs are scheduled.
• To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
• To ensure and perform a proper use of all the equipment and property management system and to have a perfect knowledge of the set ups.
• To ensure the strict control of room keys and section keys.
• To liaise closely with the Sales, Revenue and Reservations on rate management.
• To share daily activity highlights with the Director of Rooms, including internal and external guest opportunities.
• To assist the Director of Rooms in fulfilling administrative responsibilities and monitoring activities. To replace him whenever needed.
• To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
• To ensure a proper use of the telephone etiquette as per Sofitel standards.
• To escort the guests rather than pointing out directions.
• To interview potential candidates and to assist in new ambassadors integration in liaison with the HR Department.
• To conduct ambassador evaluations and surveys. To develop ambassador motivation and performance through action plans. To be involved in ambassador retention and satisfaction.
• To carry out any other reasonable duties as assigned by the Director of Rooms.

• Service focused personality is essential and previous leadership experience required
•  Proven record of growth of service and engagement performance indicators
•  Previous experience in similar position a strong asset Assistant Front Desk Manager role an asset
•  Minimum 3-5 years’ experience in hotel front office operations, ideally in 500+ key property with strong business segmentation.
• Leadership experience in a unionized environment
• Able to work calmly under pressure in a fast-paced and constantly changing environment
• Possess excellent interpersonal, written and verbal communication skills
• Excellent team player 
• Proven ability to influence employees to excellence
• Solid knowledge of Front Office and Housekeeping Procedures