Front Office Manager

Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to
genuine places, people and stories through personal experiences and providing
heartfelt hospitality in the world's most exciting destinations. From pristine
islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush
jungles, Anantara welcomes guests for journeys rich in discovery.

Job Description

To serve the needs of the business, our guests and our associates by managing
the effectiveness of the day-to-day Front Office operation, maximizing sales,
revenue & profit growth, and by being a key point of contact for guest
interaction in the resort.
At Anantara World Islands Dubai, we are proud to represent our resort and our
country to guests from all over the world. We treat our guests and associates
with respect, and work hard together to deliver the highest quality of service
to all.
To serve the needs of the business, our guests and our associates by managing
the effectiveness of the day-to-day Front Office operation, maximizing sales,
revenue & profit growth, and by being a key point of contact for guest
interaction in the resort.
At Anantara World Islands, we are proud to represent our resort and our
country to guests from all over the world. We treat our guests and associates
with respect, and work hard together to deliver the highest quality of service
to all.
Please note that this is not an exhaustive list of everything that needs to be
done. Team members at Anantara the Palm always find new ways to look after the
business, their guests, and team members. Within this, the key
responsibilities for this position are:
Planning and Organising:
* Participate in preparation of the resort 's strategic and marketing plans. Prepare the Front Office budget.
* Plan and implement training plans for all Front Office team members. Conduct regular associate training and monitor its success. This will involve training in both IT systems and guest-service procedures.
* Maintain full knowledge of the Property Management and Guest Service Centre software and computer systems.
Operations
* Supervise the functioning of all departmental team members, facilities, sales and costs, to ensure maximum departmental profit is achieved.
* Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
* Remain accountable for all elements of the department operations.
* Ensure that all Standard Operating Procedures are being adhered to, by training all associates and monitoring their performance. Continue to capture best current practice in new LAOPs relating to front office operation.
* Drive the implementation of all sales and promotional programmes of the resort. Take personal responsibility for driving Upselling within the property.
* Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service and guest relations where necessary to complete the action.
* Develop and maintain a motivational working environment within the department.
* Provide coaching and counseling, support and guidance to the team members as required.
* Ensure associates are up to date with current information and data of the resort, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
* Conduct regular room inspections to ensure quality standards, complete necessary Engineering Job Order or housekeeping cleaning requests and monitor the results.
* To champion Global Hotel Alliance and Frequent flyer programs for the resort.
Administration
* Establish and maintain effective team member relations.
* Liaise with P &C in all team member matters including interviewing and hiring, team member orientation, performance appraisals, coaching, counselling, and dismissal if necessary to ensure appropriate staffing and productivity.
* Control payroll and business expenses of the department.
* Liaise with the Accounting department for accounting and auditing related front office procedures, reports and operational problems and payments of commission.
* Assist the Accounting department in collecting outstanding, especially bills from tour leaders, local representatives of operators and local agencies.
* Foster good relationship with all business partners.
* Attend resort events, daily briefings and training to improve professional skills.
* Ensure timely follow up of all guest requests and reverts to guests or resort as appropriates.
* Take ownership of guest's requests and needs and ensures immediate action as appropriate.
* Keep superiors updated of all mishaps, unusual cases and guest feedbacks.
* Well, acquainted with all resort facilities, including the guest room facilities and knows all events in the resort.
* Is thoroughly updated on arrivals, departure and transport arrangements for the day.
* Ensure guest recognition.
* Is able to identify and acknowledge repeat guests and VIPs.
* Ensure that each guest interaction is a delightful experience for the guests.
* Never say "NO". Offer alternatives as applicable.
* Always find a way to exceed guest's need and expectations.
* Ensure consistent delivery of resort's service standards.
* Is self-motivated and leads department by example.
* Is open and willing to adapt to new procedures for the benefit of guests and colleagues as and when introduces.
* Attend all scheduled training courses organized by the resort as and when asked to.
* Is a team player and actively participates in all team member activities.
* Always presents himself/herself with professional courtesy and etiquette towards both guests and associates.
* Is always well groomed and in proper uniform.
* Always maintain a professional demeanor.
* Always projects a positive image of the resort and company.
* Ensure strict compliance to all resort and local laws regarding fire, health, safety and security procedures and actively participates in any training sessions conducted on the aforementioned.

Qualifications
* Arabic Language is must
* College degree in hotel management or related field
* Previous experience in a Front Office management role
* Strong commercial/business acumen
* Passion for leadership
* Fluent in English - both spoken and written.