Assistant Manager Front Office – Dubai

Job Description

Position Title: Assistant Front Office Manager
Job Number: 24078822
Job Category: Rooms & Guest Services Operations
Location: The Dubai EDITION, Dubai Fountain Street, Downtown Dubai, Dubai, United Arab Emirates
Schedule: Full-Time
Located Remotely?: No
Relocation?: No
Position Type: Management

JOB SUMMARY

The Assistant Front Office Manager supports the Front Office Manager in overseeing front office functions and supervising daily operations. This includes managing Bell/Door Staff, Switchboard, and Guest Services/Front Desk teams. The role involves collaborating with managers and staff to ensure smooth check-in and check-out processes, while prioritizing guest and employee satisfaction and optimizing departmental financial performance.

CANDIDATE PROFILE

Education and Experience

• High school diploma or equivalent; with 2 years of experience in guest services, front desk, or related roles.
• Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related fields, with no work experience required.

CORE WORK ACTIVITIES

Supporting Front Desk Team Management:

• Lead, influence, and encourage team members, fostering trust, respect, and cooperation.
• Supervise and manage employees, ensuring smooth day-to-day operations.
• Understand employee roles to fill in when needed.
• Ensure employee recognition across all shifts.
• Maintain open, collaborative relationships with employees.

Monitoring and Supporting Guest Services and Front Desk Goals:

• Oversee daily operations to meet customer expectations and quality standards.
• Develop and prioritize goals and plans to organize work effectively.
• Address complaints, settle disputes, and negotiate resolutions.
• Drive service improvement initiatives, collaborating with the Front Office Manager.
• Communicate Front Office goals clearly to achieve desired outcomes.
• Implement corrective action plans based on guest feedback.
• Prioritize guest satisfaction in departmental meetings and focus on continuous improvement.

Delivering Exceptional Customer Service:

• Go above and beyond to ensure customer satisfaction and retention.
• Coach staff to understand and meet guest needs effectively.
• Lead by example in demonstrating outstanding hospitality.
• Empower employees to deliver excellent service.
• Gather and act on customer feedback to enhance product quality and service levels.
• Effectively handle guest problems and complaints.

Managing Projects and Policies:

• Implement customer recognition and service programs.
• Ensure compliance with Front Office policies and procedures.
• Monitor adherence to credit policies to minimize bad debts.

Additional Responsibilities:

• Provide information to supervisors and coworkers through various channels.
• Analyze information to solve problems and choose the best solutions.
• Keep executives, peers, and subordinates updated on relevant information.
• Act as Front Office Manager when necessary.
• Communicate essential information from meetings to Front Office staff.
• Participate in departmental meetings.

Marriott International is committed to diversity and inclusion, and we provide equal employment opportunities. We value hiring individuals with diverse backgrounds and sustaining an inclusive culture.

The EDITION Hotels brand combines the visionary approach of boutique hotelier Ian Schrager with the service excellence of Marriott International, offering a unique hospitality experience. We seek outgoing, exceptional individuals who are passionate about delivering personalized service and creating memorable guest experiences. Join us today and become part of a global team dedicated to excellence and innovation.