front office manager
Mövenpick Hotel Doha
مجموع سنوات الخبرة :4 years, 7 أشهر
Consistently offers professional, engaging and friendly service
•Provide management cover and operational assistance during the night in the absence of Department Managers in order to
ensure seamless delivery of quality service to the standard experienced during the day
•To carry out the Night Audit function including the provision of systems expertise as laid down by company requirements
•Handle walked guests, guest concerns and resolve any problems experienced by guests or visitors in the absence of the relevant
managers
•Be fully conversant with all statutory fire, legal, bomb, health and safety procedures and to take control in the event of an
emergency
•Follow previously determined “on the day” sales strategy in order to achieve maximum optimum rate
•.Ensure the security of the hotel, it’s guest and visitors through regular checks and patrols throughout the night in conjunction
with set procedures
•Act as a point of contact for all guests during their stay
•Train and develop Night Audit and New colleagues
•Manage staff Duty Roaster, wages, contracts and performance
•Effectively implement and deliver service standards in accordance to stipulated SOP’s
•Through delivery of service initiatives, complete to guests satisfaction in front office
•Motivate and ensure staff are fully updated
•Ensure all guests are treated courteously
•Complaints and problems are resolved and requests for special services are carried out
•Preparation of customer bills
•Use of all systems currently used by each section of front office
Directs and controls all Front Office operations to ensure the highest levels of guest satisfaction whilst maintaining compliance
with all Front Office, hotel and company policies and procedures.
•Motivates and guides the entire Front Office Team in the execution of their duties to maximize the operational efficiency of the
department.
•to continuously monitor, review, updates and revises all departmental hotel standards to ensure that services are kept relevant
to guests’ requirements.
•to ensure that all colleagues within the Front Office department are fully aware of relevant information concerning the hotel;
facilities, promotions, concepts, services as well as local events and public services.
•to ensure an effective system of room allocation as per guests’ bookings, requests and availability.
•Be aware of all expected VIP arrivals and departures and those already in-house and is familiar with the names, affiliation and
room numbers as an indication of personal courtesy and recognition. Meet VIP guests upon arrival and escorts them to the
rooms as required.
•Ensure that returning guests are welcomed back to the hotel and special requests are communicated to all concerned
departments to ensure guest satisfaction.
•Ensure that all guests’ complaints and queries are handled with the up most discretion in a timely and professional manner at
all times. Ensuring that all complaints are logged for future reference, follow up and action as required.
•Ensure that telephone systems are maintained and in good working order.
•Working in conjunction with the Revenue and Sales Departments conduct daily analysis and review of existing and potential
business to maximize occupancy.
•to conduct regular inspections of the hotel, ensuring the safety and security of all guests and colleagues. To report and non-
compliances or unusual/suspicious activities to the concerned department.