Assistant Front Desk Manager
Abu Dhabi, United Arab Emirates
Job Description
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General Information
Country/Region
United Arab Emirates
Province/City
Abu Dhabi
Location
Rosewood Abu Dhabi
Department
Rooms - Front Office
Job Type
Full-time Permanent
OVERVIEW/BASIC FUNCTION:
Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective associates.
RESPONSIBILITIES:
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
a. All hotel features/services, hours of operation.
b. All room types, numbers, layout, appointments and location.
c. All room rates, special packages and promotions.
d. Daily house counts and expected arrivals/departures/ VIPs.
e. Room availability status for any given day.
f. Scheduled in-house group activities, locations and times.
g. All hotel and departmental policies and procedures.
- Access all functions of the computer system.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Ensure that current information on rates, packages and promotions are available at the Front Desk and that all associates are knowledgeable on such.
- Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
- Inspect grooming and attire of associates; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor and ensure that express checkouts are processed through the system.
- Monitor the associates interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective associates.
- Assist associates with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
- Adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations.
- Review previous night's no-shows, verify and ensure billing of such.
- Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
- Assist associates with expediting problem payments.
- Make sure alert is placed to all the guests who faced the challenges during their stay and ensure to meet them upon check out to farewell
- Make sure the team follow the Emergency Response Team procedure
- Give acknowledgement to front office associate when their names mentioned to on the survey platform
- Share the glitch report every briefing and make sure the front desk associates are aware and able to handle the situation
QUALIFICATIONS:
- Experience: Minimum two years experience in similar roles, preferably in ultra-luxury hotel.
- Education: High school diploma.
- General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guests service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
- Language: Required to speak, read and write English, with fluency in other languages preferred.
About Us
Located on Al Maryah Island at the core of Abu Dhabis new Central Business District (CBD), Rosewood Abu Dhabi is a five-star luxury hotel inspired by the glistening Arabian Gulf, reflecting the history, architecture, and culture of Abu Dhabi. You will discover spacious guest rooms, fine dining, and world-class amenities married to stunning views.
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Job Detail
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Job IdJD1676232
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationAbu Dhabi, United Arab Emirates
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EducationNot mentioned