Front Office Manager

( 18205 )

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

To oversee the front office operation, lobby, coordinates and monitor that all guests’ arrival, departure, and in-house experiences are as per resort standards.

Key Duties And Responsibilities

• Adhere to all Resort rules and regulations as per the resort procedures and policies.
• Ensure the reception team works with a sale focused attitude and is aware of sales opportunities within the resort which will assist with the maximization of revenue.
• Attending daily operation meeting whenever required.
• Attending all group meetings.
• Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
• Review VIP arrival& special events.
• Ensure all non-guaranteed reservations are released at the appointed time.
• Adhere to the resort selling strategy by ensuring the use of correct rates.
• Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.
• Ensure guests are communicated and assisted in an efficient, warm, and professional manner by all team members.
• Oversee day to day operations ensuring resort standards are adhered to and maintained by all team members.
• Ensure a consistently high standard of presentation is maintained for both the department and the team members.
• Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
• Have full knowledge of all products and services provided by the resort and in the local area.
• Actively participate in guest events when requested.
• Attend and communicate operational status of the reception operation daily to the Rooms Division Manager.
• Oversee and monitor departmental schedules.
• Schedule and maximize annual leave, Lieu days for team members during low demand periods.
• Ensure regular communication meetings are held within the department.
• Implement a full training plan within the reception to develop all personnel to their full potential.
• Ensure new team members are being fully trained and certified to carry out duties as per resort standards.
• Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per resort standard.
• Conduct Annual Appraisals with all team members and ensure follow-up of targets for team members are being followed up and monitored.
• Actively develop team member skills and performance through coaching and training.
• Communicate with the Associate Director of resort operation key developments of the department team members.
• Carry out interviews for all prospective reception team member.
• Maintain and oversee accuracy of guest profiles and remarks.
• Adhere to resort credit policies to ensure all expected revenues are secured.
• Review, maintain and implement systems and procedures as directed.
• Ensure daily shift handovers are conducted in a professional and constructive manner.
• Regularly spot check duty shift checklists to ensure tasks are completed.
• Review daily reports to ensure system is being maintained as per company policies and procedures.
• Spot check registration cards to ensure accuracy of data is collected as per the standards.
• Spot check passport scans to ensure accuracy as per Dubai Authorities requirements for transfers.
• Ensure all daily system closing procedures and reports are being completed as per resort standards.
• Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
• Review and monitor departmental work schedules, oversee that departmental payroll is in line with budgets.
• Ensure closure of any pending revenue (pay masters) in a timely manner adhering to finance policies and procedures.
• Ensure that all Ledger accounts and PMs are resolved and settled.
• Review the departmental objectives and drive to achieve it.
• Maintain grooming standards and conduct spot checks about the team’s grooming.
  
  

Skills, Experience & Educational Requirements

• Minimum two years working experience as Front Desk Manager in a luxury 5-star hotel.
• Must be proficient in hospitality revenue management, guest services and team development.
• Excellent written and oral communication skills required.
• Strong leadership skills and interpersonal communication skills.
• Must be fluent in verbal and written English.
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
• Excellent listening and comprehension skills required.
  
  

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

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