About the job
The Front Office Manager oversees all front office functions and team members. Areas of responsibility include Front Desk, Personal Assistance, Personal Concierge, Lobby Ambassador, Bell Service, Concierge, and Door operations. As a department head, directs and works with managers and team members to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the departments financial performance.
What will I be doing?
The Front Office Manager for the Waldorf Astoria Dubai International Financial Centre is responsible to displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations. Achieves and exceeds goals including performance goals, budget goals, team goals, etc. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis.
Provides services above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals in understanding guest needs, providing guidance, feedback, and individual coaching when needed.
Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Strives to improve service performance.
Empowers team members to provide excellent customer service.
Ensures that all Front Office areas have an atmosphere conducive to the overall guest experience.
Review Medallia, guest satisfaction results and other data to identify areas of improvement.
Responds to and handle guest problems and complaints.
Observes service behaviors of team members and provide feedback to individuals and managers.
Manages and develops relationships with key internal and external stakeholders.
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Establishes challenging, realistic and obtainable goals to guide operation and performance.
Solicits team members feedback, utilizes an open door policy and reviews team members satisfaction results to identify and address team members problems or concerns.
Interviews and hires managers and hourly team members with the appropriate skills and promptly meets the business needs of the operation.
Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity in line with Hilton values; leads by example.
Supervises and manages team members. Manages all day-to-day operations. Understands team members positions well enough to perform duties in team members’ absence.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Ensures compliance with all Front Office policies, standards and procedures.
Performs any other tasks assigned by the Director of Operations.
What are we looking for?
The Front Office Manager for the Waldorf Astoria Dubai International Financial Centre is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the below skills and characteristics:
2+ years of similar experience as Front Office Manager in a luxury hotel brand
UAE local experience is preferred
Solid track record in maximizing guest satisfaction scores
Experience with Forbes Travel Guide or similar programs
What will it be like to work for Waldorf Astoria Hotels & Resorts?
Waldorf Astoria provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates a singular experience. If you understand the value of personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for!