Assistant Front Office, Acting Front Office Manager
Conrad Dubai
Total years of experience :18 years, 0 Months
Assist the Rooms Division Manager to oversee the entire Front Office and Housekeeping operation.
▪Focus on guest satisfaction as well as the financial results of the department and maximize room revenue.
▪Maintain a high morale, productivity, good communication within the Front Office as well as among other departments.
▪Develop colleagues, Team Leaders and Managers by delegating tasks, empowering and coaching.
▪Monitor the level of service provided by the department by analyzing the guest satisfaction program, SALT, and constantly work on improving it through investigation, analysis and corrective action along with other KPIs
▪Daily check of the Guest Assistance, investigate complaints and take proper corrective measures or apply compensation when/if required.
▪Evaluate levels of Guest Satisfaction & monitor trends, with a focus on continuous improvement.
▪Pay close & personal attention to VIP guests, make sure they are recognized and that the Front Office department operates with sales attitude and promotes the hotel's brand loyalty scheme
▪Maximize room occupancy at best rate and use up-selling techniques to promote hotel services and facilities.
▪Assist in setting departmental objectives, work schedules, budgets, policies and procedures.
▪Develop and retain TMs through efficient PDR's, CDPs, CDF and talent management approaches.
▪Educate TMs to constantly have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area as all TMs should be Dubai Champion certified.
▪Perform the Manager On Duty functions and able to work autonomously and within a team.
▪Attend the daily HODs meetings with the senior management in the absence of the RDM
▪work on performance issues in compliance with company policies and procedures.
▪Assist with recruiting, managing, training and developing the Front Office team
▪Committed to continuous improvement, including adaptability and openness to change. Key achievements
➢Up-sell Champion and Key Driver, Up-sell revenue has been increased from 40 K to 198 K.
➢Lead 2. 1: Virtual Leadership Development Series with Harvard (EMEA-APAC)
➢Leader of the quarter nominee.
➢Certified Dubai Way Champion.
➢97% score in QA for two years.
➢Forbes Champion.
➢Conrad Community Associate.
➢Ranked 58/941 on TripAdvisor.
➢Ranked 108/555 on Booking.com
➢Accessibility awareness course by DCT, Dubai College of Tourism.
➢Participated and led two consecutive successful Drills with the DCD.
➢Continuously participate in Security workshops held by Dubai Police in order to maintain our guests' safety and security at all times.
Assist in managing all aspects of the department's overnight operations,
▪Block rooms for early arrival according to the guest preferences specially V1, SA, and DV guests.
▪Assist with recruiting, performance management, supervising, training and developing team
▪Setup an effective staff scheduling to maximize productivity
▪Attend Ex. Com meetings in the absence of the Director Of Rooms.
▪Attend Rooms Division Leaders' meeting on weekly basis.
▪Create the necessary L.S.O.P and while maintaining the S.O.P
▪Maintain a professional, high-quality and service-oriented environment at all times
▪Prepare monthly TSA forecast reports, and perform daily up-sell adjustments if any.
▪Coordinate with relevant departments to ensure smooth & effective arrivals process
▪Communicate pertinent information efficiently with relevant departments and areas of operation
▪Participate as Head of Emergency Response Team, E.R.T, and refer issues to appropriate executive(s)
▪Send daily reports of No show, Reservation cancellations, and Credit limit to the concerned Departments.
▪Review late arrivals, and next day early arrival, check all billing requirements
▪Well familiarized with Down Time Reports as it has been used frequently due to Pre - Opening system outage.
Set a high example in regard to punctuality, appearance, attitude, leadership, Guest relations, observance of Hotel Policies and Procedures, loyalty to management and interdepartmental cooperation.
▪Assist the General Manager in running the hotel operation within the budget guidelines and increase profits
▪Lead day-to-day activities, plan and assign improvement projects, and establish performance and development plans and goals for team members. Provide mentoring, coaching and regular feedback to improve team member's performance, and recognize good performance.
▪Be an inspiring team player and team maker with a great focus on creating the right working environment for team members to feel valued and inspired to get the best out of people.
▪Educate, coach, train and motivate hotel team members while ensuring they have the information, market data, tools and equipment to successfully carry out their jobs.
▪Recommend or initiate human resources-related actions in accordance with hotel company rules and policies.
Consistently offer professional, friendly and engaging service
▪Greet, check in & out guests and settle guest accounts while ensuring all service standards are followed
▪Assist guests regarding hotel facilities in an informative, helpful, and courteous manner.
▪Follow department policies, procedures and service standards
Responsible to attend the incoming and outgoing calls of the organization
▪Receive calls from clients, delegates or associates and forward their calls to the concerned officers staying at the hotel. In their absence, note down messages and forward it to them later.
▪Make note of the accommodation booking over the telephone. Enter details of the visitor's stay period, arrival and departure dates etc in the bookings register.
▪Receive updates about the facilities and events planned by the organization to be able to answer inquires in this regard
▪Manage the correspondence and communication network of the organization
▪Perform functions, as per the requests made by clients of arranging events, transport, lunch, gifts etc.
▪Answer large volume of calls continuously and work till late during parties, events and special occasions
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