Complex Assistant Front Office Manager

Dubai, United Arab Emirates
Marriott International, Inc
3626 Current Jobs Openings
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Job Description

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Job Number 23154478
Job Category Rooms & Guest Services Operations
Location Aloft Me\'aisam Dubai, Dubai Production City, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY Assists the Complex Front office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. Core Work Activities
Monitoring and Supporting Progress toward Guest Services and Front Desk Goals
  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Supervises staffing goals and plans to prioritize, organize and accomplish your work.
  • Ensures the regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
  • Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees\' absence.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Ensuring Exceptional Customer Service
  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Responds to and handles guest problems and complaints
  • Serves as a role model to demonstrate appropriate behaviors.
  • Sets a positive example for guest relations.
  • Displays outstanding hospitality skills.
  • Empowers employees to provide excellent customer service.
  • Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Provides feedback to employees based on observation of service behaviors.
  • Handles guest problems and complaints effectively.
  • Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies
  • Implements the customer recognition/service program, communicating and ensuring the process.
  • Train Staff & monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Supervises same day selling procedures to maximize room revenue and control property occupancy.
  • Supervises daily Front Desk/Reservation shift operations and ensures compliances with all polices, standards and procedures.
  • Ensure property polices are administered fairly & consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the peer review process.

Supporting Human Resources Activities
  • Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Solicits employee\xe2\x80\x99s feedback, utilizes an \xe2\x80\x9copen door\xe2\x80\x9d policy and reviews employee satisfaction results to identify and address employee problems concerns.
  • Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
  • Assists as needed in the Interviewing and hiring employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
  • Provides orientation for new associates and ensuring all information is entered into computer.
  • Keeps associates informed regarding new operational procedures, standards, or programs.
  • Assists supervisors in handling associate performance issues (e.g., performance reviews, counseling, and recommendations).
  • Ensures all associates have complete knowledge of emergency procedures.
  • Ensures constant communication takes place between associates, supervisors and management.
  • Helps direct supervisors to achieve their own development goals.
  • Encourages associate relations through gifts, parties, outings.
  • Creates incentives that will promote better service and profit for the property.
  • Assists operations manager in processing associate payroll weekly.

Additional Responsibilities
  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyzes information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Perform all duties at the Front Desk as necessary.
  • Runs Front Desk shifts whenever necessary.
  • Participate in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
  • Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

MANAGEMENT COMPETENCIES
Leadership
  • Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

  • Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..

  • Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution
  • Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships
  • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

  • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company\xe2\x80\x99s service standards.

  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability
  • Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

  • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise
  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

  • Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions.

  • Financial Procedures - Knowledge of policies and procedures involved in processing different types of sales transactions and payment methods, including cash, credit cards, personal checks, traveler checks, regional and national promotions, coupons, gift certificates/cards, city ledgers or store credit as well as knowledge of laws and regulations regarding the selling of restricted items (e.g., over-the-counter medications, alcohol, and tobacco products). This includes knowledge of necessary security checks (e.g., verifying identification) required for various payment methods and local financial regulation (e.g., anti-money laundry, exchange rates, etc.)

  • Payment Process - Knowledge of policies and procedures involved in managing and processing different types of sales transactions and payment methods including credit cards approval and declines, personal checks, traveler checks, coupons, gift certificates/cards, e-certificates for Marriott Rewards program, wholesaler vouchers, and direct bills. This includes knowledge of necessary security checks (e.g., verifying identification) for various payment methods.

  • Front Desk - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards Program; Corporate-sponsored programs; Property based systems (i.e., MGS, MARSHA, PMS, Fidelio Opera, FOSSE, Call Accounting, Voicemail, Movies, Key); vendors, products, services, and merchandise; front desk supply management; room inventory management.

  • Problem Resolution- Ability to record, track and resolve guest problems via property software (i.e. Guest ware, FOSSE, etc.) handle emergencies, and effectively deal with customer issues and complaints.

  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

  • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

  • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

  • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

  • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At Aloft, we aren\xe2\x80\x99t your typical hotel\xe2\x80\x94but we aren\xe2\x80\x99t too cool for school either. We\xe2\x80\x99re here to be our guests\xe2\x80\x99 launching and landing pad. Whether they are taking their dog for a walk and coming back for a drink, wrapping up a day of meetings with coworkers, or they\xe2\x80\x99re in town to see family, friends, or their favorite band, we offer a hub for connection to others and the area around them, with modern design and personality to boot. We\xe2\x80\x99re looking for confident self-expressers who aren\xe2\x80\x99t afraid to draw outside the lines. If you are someone who gets excited about the possibilities to connect with others, then Aloft Hotels is the place for you. In joining Aloft Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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Job Detail

  • Job Id
    JD1575809
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Dubai, United Arab Emirates
  • Education
    Not mentioned
 
 
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