Front Office Manager - Mövenpick Resort & Residences Aqaba

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Front Office Manager - Mövenpick Resort & Residences Aqaba

Primary Objectives

Strong accent is to be given to the hospitality towards the guest as a prime goal and thus to maintain and develop the attitude of the related staff.

Close co-ordination between, Housekeeping, Guest Relation as well as Food and Beverage regarding regular and especially irregular business.

To maintain our standards of quality and service and facilities in all departments over which he/she has responsibility and authority. He/she is responsible for the overall smooth and economical running of the Front Office department.

Assisting supervisor in supervising and implementing the Operational Standards as well as the Hotel’s internal rules and regulations.

Must be thoroughly familiar with all Accor corporate and local Operational Standards and ensure they are followed. Must assist all staff under his/her control in the accomplishment of their objectives. Must accomplish obligations and goals as outlined below:

• Organization of Front Office administration
• Smooth check-in / check-out procedures
• Co-operation with hotel’s Housekeeping and Guest Relation
• Co-ordination with Engineering (drivers)
• The following duties within frame of work:

1. Personnel/Administration
2. Reception
3. Operator
4. Bell Captain
5. Guest relations

PERSONNEL/ADMINISTRATION

• Shift Planning works out the shift plan for his/her area, including days off and vacation planning. Is responsible for sufficient staffing at all times. Is controlling the working time of all staff in co-ordination with the Personnel department.
• Training: Responsibility for the introduction of all new staff and working out of relevant Introduction Program.
• Uniforms: He/she is responsible for neat and clean appearance of his/her staff. Monitors his/her staff for correct uniforms.
• Appraisal / Qualification: He/she qualifies all staff on a regular basis to give them feedback on their performance.

RECEPTION

• The Front Office Manager is responsible for a smooth and correct administrative operation.
• Repeat Guest Data Base: He/she is personally responsible of a correct and up-dated data base within the PMS system, for address material for foreigners as well as locals and residents, according to selection standards of the Hotel.
• Guest Receiving: He/she is responsible for correct welcoming of all guests. He/she monitors check-in, also for groups and gives total attention and dedication for customers.
• Taking care of customers: The Front Office takes care of “Concierge” service as well. The FRONT OFFOCE MANAGER is concerned about offering a wide information scale.
• Together with the Guest Relation Officer and cashier he/she supervises the organization and sales of all sorts of guest’s activities and the correct handling and charging.
• VIP: He/she is concerned in taking special care of any kind of VIP treatment according to internal regulations and standards.
• To effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a repeat customer.     Co-ordinates proper actions with other departments, informs General Manager re. serious matters
• Messages: He/she monitors and assures proper and fast handling of any kind of messages for hotel guests.

OPERATOR

• He/she is responsible for smooth and professional operating of the telephone department.
• Makes sure all defined standard procedures are applied by all operators.
• Makes sure of quick and professional connecting, especially for incoming long-distance calls

GENERAL / MISCELLANEOUS

• Co-ordination and information with the Housekeeping, Engineering and Guest Relation.
• Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Front Office department in conjunction with the Personnel & Training Manager.
• Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
• Maintains a monthly overview of vacation- and public holiday balance of all his/her staff and delivers a monthly consolidated summary to the Personnel Manager.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Assumes responsibility of Duty Manager when scheduled to do so.
• Other duties as assigned

• Bachelor’s Degree in Hospitality Management

• Fluent in English – Strong verbal and written communication skills

• Excellent Computer Skills – Proficient in Microsoft Office Suite, PMS systems, and hospitality software

• Experience in 5-Star Hotels – Demonstrated background in delivering high-level service in luxury hospitality environments

• Internal: Works in harmony with all hotel employees, applies rules and provides best service within the limit of the established job specification
• External: All guests, suppliers/partners.
• Materials: All machinery and equipment at Front Office

More detailed duties and responsibilities are listed below in the form of a checklist and are not meant to be complete.