Job Description

General Information
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Country/Region
United Arab Emirates
Province/City
Abu Dhabi
Hiring Entity
Rosewood Abu Dhabi
Department
Rooms - Heart of House
Job Type
Management Trainee

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OVERVIEW/BASIC FUNCTION:
Responsible to be knowledgeable of the Division's SOPs and Policies to better understand and conduct the different managerial functions within the departments of Rooms Division; i.e. Front Office, Butler & Telephone, Housekeeping & Laundry, Spa & Recreation, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective associates.
RESPONSIBILITIES:

• Attend all the in-house trainings as directed by the Training Manager.

• Complete 6 modules of the Harvard Manage Mentor program. (40 courses)

• Ensure that standards are maintained at a superior level on a daily basis.

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

• Maintain positive guest relations at all times.

• Ensure positive and healthy atmosphere in the office, maintain a high level of motivation within a team.

• Resolve guest complaints, Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

• All other duties as required.

FRONT OFFICE:

• Maintain complete knowledge at all times of:

• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house counts and expected arrivals/departures/ VIP's.
• Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and departmental policies and procedures.

• Constantly monitor associates performance in all phases of service and job functions. Rectify any deficiencies with respective personnel to include Front Desk associates, Bell/Door associates, PBX associates and Concierge associates.
• Guest experience upon arrival and upon departure

• Room, residence and facility orientation handling.

• Monitor the hotel front entrance and resolve any congested situations.

• Monitor communication logs and ensure that guest requests are followed up within 30 minutes.

• 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 personnel.

• Assist associates with their job functions to ensure optimum service to guests.

• Adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations.

• Ensure security of guestroom access.

• Review the arrival report for accuracy and completeness.

• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

• Valet and overview of the front drive.

• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.

• Print report on discrepant rooms, research discrepancies and enter current status accordingly.

• Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary.

• Review status of assignments and any follow-up action with on-coming Supervisor.

CONCIERGE:

• Manage day to day operations of concierge department.

• Actively respond to and satisfy guest requests and complaints.

• Maintain accurate records of all guest request items.

• Prompt communication with the transportation company.

• Interact in courteous and professional manner with all guests, associates and community members.

• Respond in courteous, professional and rapid manner in order to resolve all guest and associates difficulties.

• Supervise, direct, coordinate, influence and persuade associates in order to maintain service standards of hotel.

• Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving associates and guest complaints.

• Maintain a complete knowledge of facilities, timing and products of the hotel

• Work along with Front Office Manager on room allocation accordingly to preferences of the guests

• Monitor VIP arrival

• Review the previous days occupancy, room revenues and labor hours

• Be aware of the general activity and special events in the Hotel

• Ensure that the problems are tackled in a timely manner and those which could not have immediate solutions are reported and followed through.

• Ensure that the guest is informed about action taken to satisfy his requests or issues.

• Enhance current guest relations program

• Be fully conversant with emergency procedures

• Ensure all the guest amenities and special requests are in the suite prior to the guests arrivals

• Develop and Implement SOPs to increase and maintain high standards of safety and health control within the department

• Food and beverage knowledge and service standards, included but not limited to: -Room Service Presentations, Romantic Dinners and outlet menus

• Promote positive guest relations at all times and build up rapport with internal and external guests to build up the recognition program

• Monitor guest preferences are kept updated

HOUSEKEEPING & LAUNDRY:

• Complete morning and evening reports and assists with assignment of housekeepers and housemen. Also responsible for key control.

• Inspect all public areas daily.

• Relevant rotation within a department to understand daily room cleaning, turndown service execution, rooms inspection, lost and found handling.

• Report all injuries to security so a written report can be made.

• Personally supervises the cleaning of VIP rooms and when completed informs Director of Housekeeping for inspection.

• Assist in all physical inventories of linens and supplies.

• Inform night associates of VIP rooms and special requests and assignments.

SPA & RECREATION:

• Be aware of all products/services that are offered at Spa, pool area and Rosebuds program.

• Demonstrate a high level of product knowledge and job skills, showing enthusiasm to always increase this knowledge and that of your associates.

• Implement effective communication systems within the department, such as Rosewood Daily Review, ensuring that all relevant hotel information is communicated.

• Maintain a high level of safety in the workplace.

• Manage programs for group spa requests and group spa sales. Spa Manager should oversee resume, contract, approving appointment schedule and ensuring sufficient and adequate staffing.

• Communicate and inform all spa associates of upcoming visits by VIPs and/or repeat guests; reinforce special requests and needs.

• Supervise and oversee that proper housekeeping is maintained throughout the spa, gym and pool area, as well as Rosebuds.

• Supervise and oversee that sanitary conditions are maintained in the spa, pool areas and Rosebuds at all times.

QUALIFICATIONS:

• Experience: At least one 6-month internship at a 5 star hotel.

• Education: Diploma from an Accredited Hotel Management School.

• 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 guest's 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.

• Technical Skills: Ability to input and access information into system; ability to remain calm and

courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without directs supervision. Basic computer functions and user-friendly systems, Microsoft Office.

• Language: Required to speak, read and write English, with fluency in other languages preferred.

• Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout

the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Licenses & Certifications: None required.

About Us
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Located on Al Maryah Island at the core of Abu Dhabi's 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.

Skills Required