Front Office Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Mandarin Oriental Hotel Group Full time

Position:
Front Office Manager (Saudi Only) (Full time #530221)

Property / Office:
Al Faisaliah Hotel, Riyadh

Location:
Riyadh, Saudi Arabia

Responsibilities:

  • Oversee Front Office Operations efficiently and with profitability, which includes overseeing Front Office, Guest Relations, Telecommunications, Business center and Concierge.
  • Act as a hotel ambassador at all times.
  • Carry out any additional duties requested by management, related to hotel operational activities.
  • Create and monitor the Front Office upsell program.
  • Works with the Guest Relations Manager to create the guest amenities program.
  • Maximize room revenue and occupancy by effectively controlling rates and availability (on the day of arrival).
  • Controls any rebates/allowances issued through the departments.
  • Controls manpower planning for the departments.
  • Help and support the Director of Rooms, and Executive Housekeeper with the FLHSSE audit.
  • Hold a monthly departmental meeting for the Front Office Team.
  • Ensure that Legendary Quality Standards, MOQA's and policies and procedures of MODOH are properly understood and followed through among Front Office colleagues.
  • Conducts MOQA & LQE audits on a regular basis.
  • Assist in compiling annual departmental operating budgets as well as capital expenditure and manpower budgets.
  • Perform all aspects of human resources and training functions, including hiring,
performance appraisals, counselling, coaching, training, disciplinary actions, etc.

  • Gives guidance to staff for their professional development and advancement.
  • Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues.
  • Updates and maintains departmental job descriptions, procedures manuals and training bible.
  • Reviews and evaluates equipment used in the departments and recommends changes as necessary.
  • Prepares items for capital expenditure reviewed by Financial Controller and Director of Rooms.
  • Handle all guest complaints and comments relating to the department tactfully.
  • Ensure that the Training manual is continuously updated, maintained and used effectively.
  • Meet, greet, and escort VIPs when needed.
  • Is familiar with the operations of Housekeeping and Concierge, as well as other hotel departments.
  • Ensures all security policies related to the departments are adhered to.
  • Maintains and establishes contact with trade associations and related professional organizations.
  • Ensures all relevant reports are produced and distributed timeously, both on a daily and monthly basis.
  • Ensures all colleagues are trained on the Business Continuity Plan with a 'manual' system operation.
  • Be environmentally friendly, reduce waste, recycle when possible, and reuse whenever applicable.
  • Initiates, implements and monitors processes and procedures to ensure consistently high standards
  • Interacts and communicates effectively with all team members, members, peer group & management team.
  • Controls and optimizes departments' profit maximizing revenue and minimizing costs
  • Strengthens our brand to establish a solid foundation to grow our business and acquire new customers.
  • Ensures uptodate knowledge of areas through "handson" involvement; regularly assisting in undertaking duties to maintain high standards
  • Effectively manages the department, controlling and ordering stock and planning expenditure to achieve optimum financial efficiency in line with budget
  • Delegates operational responsibilities and allocate resources within the department to maximize efficiency; prepares the work rosters and ensures manpower costs are in line with the budgetary requirements.
  • Oversees and establishes operational standards and procedures, developing daily/weekly checklists and completing associated administration to ensure consistency in service and completion of all tasks.
  • Communicates performance standards and expectations throughout the Department, in a way that drives and motivates team members to act and be accountable.
  • Establishes and maintains an inclusive environment by ensuring effective two ways communication processes are set up.
  • Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars, and the respective service standards of MOQA.
  • Identifies training and development needs on an ongoing basis through handson support and frequent interaction with Team members.
  • Ensures people's policies and practices and adhered to and in line with current employment legislation.
  • Leads by example in terms of appearance, mannerism, etiquette, behavior conduct, principles, and values.
  • Manages by walking around at appropriate times and leads by personal example in terms of guest interaction.
  • Manages customer feedback effectively, uses customer issues and compliments to activate longterm improvements in products and services, sharing best practice across the organization

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