Front Office Manager (Only Saudi National)

An Amazing and Competitive Opportunity at One of the top Luxury Brands Sofitel in the Holy City Al Madina in KSA

With the following requirement

· To oversee the Front Office operations, including the Reception, CID, Bell Desk, Concierge, Guest Relations, Business Center, Airport Representatives, Drivers 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 all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.

· 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 call the DOO or the GM for advice in serious cases or if an approval is required.

· To be fully aware of and to report all guest comments or complaints.

· To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.

· To ensure that the arrival lists are updated, transportation and airport services are scheduled and all the rooms are blocked according to guest requests and needs.

· To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time.

· To ensure proper completion of all CID and local government requirements concerning hotel guests and files.

· 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 implement and follow up daily check lists.

· To assist in securing external guest accommodation should an overbooking occur.

· To prepare forecasts and statistics.

· To respect schedules, terms and deadlines as agreed with the Management.

· To ensure that all team members are aware of the outlet timings and promote the internal activities and events.

· To ensure that all team members are updated with the latest administrative, organizational, operational or other changes and news.

· To be updated with the competitors’ offerings and rates.

· To make regular room inspections and liaise with the Housekeeping Department on deviation from standard set-ups.

· To liaise with Housekeeping Department on the scheduling of rooms for maintenance programs.

· To liaise closely with the Sales and Reservations on rate management.

· To conduct a daily line up briefing with the Front Office supervisors to recapitulate tasks and activity.

· To attend any inter-departmental meeting using this opportunity to encourage the interactivity with the Front Office team and to review the operational standards and procedures.

· To share daily activity highlights with the Director of Guest Experience, including internal and external guest opportunities.

· To entertain regular and potential clients.

· To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.

· To be an ambassador of the Front Office and of the hotel, in and outside the work place.

· To ensure uncompromising levels of cleanliness and maintenance through each employee’s responsibility.

· 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 employees integration in liaison with the HR Department.

· To create an atmosphere of high morale and a happy working relationship among the staff.

· To conduct staff evaluations and surveys. To develop staff motivation and performance through action plans. To be involved in staff retention and satisfaction.

· To ensure trainings and regular “refresher” courses are conducted and attended as scheduled.

Other Duties:

· To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development. To encourage them to maintain good relationships with their colleagues and all other departments.

· To ensure that all employees report for duty punctually wearing the correct uniform/attire and nametag at all times. And to ensure they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards. To control absenteeism.

· To ensure that all employees provide a friendly, courteous and professional service at all times.

· To assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.

· To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manual.

· To ensure that the Department's operational budget is strictly adhered to and that all costs are controlled and expenditures approved.

· To ensure that all the employees read and understand the hotel's Employee Handbook and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.

· To comply with local legislation and be conversant and act in accordance with any such matters relating to your department.

· To respond to any changes in the department as dictated by the needs of the industry, brand or hotel.

· To be flexible and to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.

· To attend training and meetings as and when required.

· To conduct and/or contribute to regular Departmental Communication Meetings.

· To provide updated information to the Management and other departments.

· To assess situations and to be able to react accordingly through analysis and perspective.

· To be available in front of the guests and colleagues, to serve as an example for the other employees.

· To ensure rosters are posted and timesheets are submitted on time.

· To ensure that all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company / hotel

policies and procedures.