Front Office Manager

3 weeks ago

Riyadh, 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 up-to-date knowledge of areas through “hands-on” 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 hands-on 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 long-term improvements in products and services, sharing best practice across the organization

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