Job Description

1. KEY RESPONSIBILITIES Job Summary - The position of Front Office Shift Leader is in charge of the staff that directly assists hotel guests. He/she is responsible for the smooth operation of check-ins and check-outs, guest services, guest satisfaction and rectifying any issues that may arise. Essential Duties and Responsibilities - Responsible for ensuring the happiness and satisfaction of the guests. Ensure accurate billing services, swift and efficient registration services and encourage a pleasant and professional atmosphere. Responsible for all aspects of recording such as the work schedule for the staff, cash accounting for the front desk and paying vendors. Act as the Front Office Manager/Assistant Front Office Manager when the manager is not in the office. Demonstrate service attributes in accordance with industry expectations and company standards including: - Being attentive to guests - Accurately and promptly fulfilling guests requests - Anticipate guests needs - Maintain a high level of knowledge which affects the guest experience - Demonstrating a 'service' attitude - Taking appropriate action to resolve guest complaints Ensure that the front office desk is always manned. Have a complete working knowledge of all front office systems as per company policy as well as unica Key system and Mitel Switchboard System Ensure that all Receptionists appear for duty at the time specified on the departmental rota in the full company uniform correctly attired including name badge. Ensure that all front office staff are briefed on specific daily functions and events, in order to deal efficiently and effectively with guest enquiries. Be able to delegate to staff the allocation of specific tasks and break times to ensure that operational cover is utilised to the best advantage. Supervise all receptionists on a daily basis also encouraging training and ensuring they perform their duties to company standards. Accept responsibility for action taken by all staff that are under your supervision. Monitor all pay masters and PX accounts to ensure that there are no outstanding balances in the system. Ensure that there are enough supplies in the department. Ensure all credit checks are followed up each day liaising with the Duty Manager Be fully aware of all room rates, availability, promotions, services and facilities. Ensure that an accurate room count is maintained and that all staff are fully aware of the hotel's selling status in order to maximise occupancy levels, average room rates and other revenues. Liaise with Guest Relations and Reservations to ensure that all allocations of rooms and VIP rooms are carried out and all relevant departments are informed. Assist the Front Office Manager in any tasks outlined/detailed by him/her. Keep the front desk and back of house tidy at all times. Ensure all VIP's are looked after. Ensure the manual processing of frequent flyer points are updated daily and reported on a weekly basis. Deal with guest complaints properly and pleasantly and refer to Head of department or management as necessary. Liaise with Housekeeping to ensure an efficient provision of ready rooms. Ensure that telephones are answered quickly and efficiently, following company directives. Ensure that a thorough shift hand over is carried out at the beginning and end of each shift and to ensure that all entries in the reception hand over diary are initialled once completed. Ensure that all staff are aware of information through memos, notice boards updates and hotel policy updates and that directives detailed by these are carried out. Ensure that on-line backup is completed on a regular basis in-line with Shift Leader Check-list. Be fully conversant with the front office 'down time' procedures and to carry out your role swiftly in the event of a system failure. Participate in any training or career development schemes as requested by management. Spend quality time with the guests. Be responsible for a cash float and safe in accordance with company policy. Demonstrate complete understanding and awareness and adhere to all company policies and procedures as well as the company's emergency and evacuation procedures. Comply with the company's corporate code of conduct. Carry out any other reasonable duties and responsibilities as assigned. Provide courteous and professional service at all times. Respond to changes as dictated by the Industry, company and/or hotel. 2. REQUIRED QUALIFICATIONS Required Skills - Good communication and interpersonal skills Very presentable and well groomed Attentive & able to think on your feet Excellent team leader and player Able to motivate and lead Outgoing personality Accurate and efficient Qualifications - Tertiary Education Experience - Minimum 2 years' experience in the same role Supervisory experience Job Type: Full-time Salary: AED2,000.00 - AED2,400.00 per month Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)