To oversee the front office operation, lobby, coordinates and monitor that all guests’ arrival, departure, and in-house experiences are as per resort standards.

Key Duties and Responsibilities

• Adhere to all Resort rules and regulations as per the resort procedures and policies.
• Ensure the reception team works with a sale focused attitude and is aware of sales opportunities within the resort which will assist with the maximization of revenue.
• Attending daily operation meeting whenever required.
• Attending all group meetings.
• Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
• Review VIP arrival& special events.
• Ensure all non-guaranteed reservations are released at the appointed time.
• Adhere to the resort selling strategy by ensuring the use of correct rates.
• Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.
• Ensure guests are communicated and assisted in an efficient, warm, and professional manner by all team members.
• Oversee day to day operations ensuring resort standards are adhered to and maintained by all team members.
• Ensure a consistently high standard of presentation is maintained for both the department and the team members.
• Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
• Have full knowledge of all products and services provided by the resort and in the local area.
• Actively participate in guest events when requested.
• Attend and communicate operational status of the reception operation daily to the Rooms Division Manager.
• Oversee and monitor departmental schedules.
• Schedule and maximize annual leave, Lieu days for team members during low demand periods.
• Ensure regular communication meetings are held within the department.
• Implement a full training plan within the reception to develop all personnel to their full potential.
• Ensure new team members are being fully trained and certified to carry out duties as per resort standards.
• Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per resort standard.
• Conduct Annual Appraisals with all team members and ensure follow-up of targets for team members are being followed up and monitored.
• Actively develop team member skills and performance through coaching and training.
• Communicate with the Associate Director of resort operation key developments of the department team members.
• Carry out interviews for all prospective reception team member.
• Maintain and oversee accuracy of guest profiles and remarks.
• Adhere to resort credit policies to ensure all expected revenues are secured.
• Review, maintain and implement systems and procedures as directed.
• Ensure daily shift handovers are conducted in a professional and constructive manner.
• Regularly spot check duty shift checklists to ensure tasks are completed.
• Review daily reports to ensure system is being maintained as per company policies and procedures.
• Spot check registration cards to ensure accuracy of data is collected as per the standards.
• Spot check passport scans to ensure accuracy as per Dubai Authorities requirements for transfers.
• Ensure all daily system closing procedures and reports are being completed as per resort standards.
• Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
• Review and monitor departmental work schedules, oversee that departmental payroll is in line with budgets.
• Ensure closure of any pending revenue (pay masters) in a timely manner adhering to finance policies and procedures.
• Ensure that all Ledger accounts and PMs are resolved and settled.
• Review the departmental objectives and drive to achieve it.
• Maintain grooming standards and conduct spot checks about the team’s grooming.

Skills, Experience & Educational Requirements

• Minimum two years working experience as Front Desk Manager in a luxury 5-star hotel.
• Must be proficient in hospitality revenue management, guest services and team development.
• Excellent written and oral communication skills required.
• Strong leadership skills and interpersonal communication skills.
• Must be fluent in verbal and written English.
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
• Excellent listening and comprehension skills required.

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