Assistant Front Office Manager - Incharge

The Novotel 5 stars resort located directly on the red sea with a beach area of 646m ; 268 rooms including 4 suites and 80 family rooms; 5 outlets and Spa, offers a wonderful experience that can cater perfectly for all tastes
 

• Utilize strong interpersonal and communication skills to lead, influence, and motivate team members with integrity and transparency
• Foster an inclusive, collaborative environment built on mutual trust, respect, and cooperation among all team members
• Serve as a role model, demonstrating professional behaviors and a customer-focused mindset
• Supervise, manage, and support employees through coaching, mentoring, and constructive feedback
• Establish clear performance expectations aligned with job descriptions and monitor progress consistently
• Recognize and celebrate team member contributions and successes publicly and privately
• Conduct regular department meetings to communicate goals, expectations, and operational updates

**Managing Front Office Operations and Goals**

• Oversee all front office functions, including guest check-in/check-out procedures, reservations, and guest services
• Achieve and exceed departmental performance goals, budget targets, and guest satisfaction metrics
• Develop and implement specific action plans to prioritize work and accomplish operational objectives
• Maintain focus on critical operational components that drive guest satisfaction and financial results
• Review staffing levels regularly to ensure adequate coverage while meeting operational and financial objectives
• Analyze front office operations and their impact on overall property performance and revenue goals
• Ensure quality standards and guest service expectations are consistently met on a daily basis

**Ensuring Exceptional Customer Service**

• Provide services that exceed guest expectations, fostering satisfaction and loyalty
• Display leadership in guest hospitality and exemplify excellent customer service in all interactions
• Respond promptly and professionally to guest concerns, complaints, and special requests
• Create a positive, welcoming atmosphere conducive to an outstanding guest experience
• Observe employee service behaviors and provide constructive feedback to improve service delivery
• Communicate guest needs and feedback to relevant departments to enhance overall property operations

**Managing Policies, Procedures, and Compliance**

• Ensure strict compliance with all front office policies, standards, and standard operating procedures (SOPs)
• Administer property policies fairly and consistently across all team members
• Follow disciplinary procedures and documentation requirements in accordance with established protocols
• Maintain transparency in all operational and personnel decisions

**Talent Development and Culture**

• Identify developmental needs of team members and provide coaching, mentoring, and support for skill improvement
• Solicit employee feedback through an open-door policy and address concerns with empathy and professionalism
• Interview and hire qualified managers and team members in a timely manner to meet operational needs
• Ensure fair and equitable treatment of all employees
• Foster an inclusive workplace culture that values diversity and collaboration

**Additional Responsibilities**

• Communicate relevant information to supervisors, colleagues, and team members via phone, email, or in person
• Analyze operational challenges and facilitate the development of solutions to prevent future issues
• Prepare reports and provide updates on front office performance, metrics, and initiatives
• Complete additional tasks as assigned by senior management

**Minimum Required Qualifications:**

• Bachelor's Degree in hospitality management, business administration, or a related field, OR equivalent professional work experience
• Minimum 2 years of management experience in a hotel or hospitality setting
• Minimum 2 years of experience in guest services, front desk operations, or equivalent customer-facing role
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Proficiency in hotel property management systems (PMS) and related software
• Excellent written and verbal communication skills in English
• Strong leadership, organizational, and interpersonal skills
• Demonstrated ability to work accurately and independently while managing multiple priorities
• Ability to effectively interact with diverse internal and external customers and employees with patience, tact, empathy, and diplomacy
• Strong problem-solving and analytical abilities
• Professionalism, sound judgment, and excellent decision-making skills
• Ability to maintain composure and resilience under pressure
• Flexibility to work varied shifts, including evenings, weekends, and holidays as required

**Preferred Qualifications:**

• Experience working in a unionized hospitality environment
• Knowledge of customer relationship management (CRM) systems
• Experience with revenue management and budget analysis
• Certification in hospitality management or hotel operations
• Multilingual capabilities, particularly regional Indian languages
• Prior experience managing front office teams in a multi-property organization