Assistant Front Office Manager

Job description

The Westin Abu Dhabi Golf Resort & Spa is the hospitality heart of the Abu Dhabi Golf Club - a 27 hole championship course, home to the PGA European Tour Abu Dhabi Golf Championship.

Celebrate your special day whether its an engagement or wedding in style with beautiful surroundings at Westin Abu Dhabi Golf Resort & Spa.This is how it should feel. A renewing sleep, energizing workout, relaxing spa, nourishing foods, and clean, fresh air - all enable Westin guests to preserve wellness during travel.All our 172 guestrooms feature the Westin Heavenly furnishings and amenities and are facing the golf course with private balconies to soak in the atmosphere and rejuvenateOur restaurants and bars will offer you the finest cuisine in exceptional surroundings.This exclusive golf resort in Abu Dhabi is a refreshing addition to a city sprawling with glass and steel structures and will put the focus back on the outdoors and natural surroundings.

Desired profile

Qualifications :

JOB SUMMARY

The Assistant Front Office Manager is a key ambassador for the hotel and the Westin brand. He or she creates one of the most powerful first impressions to our guests. Westin Assistant Front Office Manager has a friendly and outgoing personality, and is genuinely interested in meeting and serving new guests from all over the world. The position necessitates being an information provider, receiver, diplomat, problem solver, salesperson, hotel representative, public relations agent, coordinator of activities and accountant, all performed with the utmost politeness, efficiency and friendliness.

The Assistant Front Office Manager provides supervision, direction and leadership to all Front Office Associates in accordance with the objectives, performance and quality standards established by Starwood Hotels & Resorts and The Westin Abu Dhabi Golf Resort & Spa. This person has a key role in upholding all quality standards in Front Office, Service Express, Concierge (including valet and drivers) and managing its day to day operations; ensuring that the Duty Managers (Shift Managers) are running their shifts to maximum efficiency. The Assistant Front Office Manager must maintain the smooth flow of guests in and out of the hotel and has the ability to represent Front Office Manager in his/her absence and handle all duty and scheduling for the front desk and the rest of the department. The Assistant Front Office Manager is a key influencer of the motivation of the team and is expected to do the utmost to keep motivation high at all times. They are the go-to person for questions from the DMs and associates. They ensure all new team members are fully trained according to the training plan and they continuously monitor the team's performance and take remedial action when necessary.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Westin Associates always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

PLANNING AND ORGANISING

· Assist the preparation of the departmental weekly staffing schedules.

· Plan and implement Training Plans and Individual Development Plans for all Front Office associates and Duty Managers. Conduct regular associate training, and monitor their success. This will involve training in both IT systems and guest-service procedures.

· Maintain full knowledge of the Property Management, Call Centre computer systems and Brand Standards and Programs.

OPERATIONS

· Supervise the functioning of all departmental equipment and facilities.

· Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.

· 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 LSOPs relating to front office operation.

· Drive the implementation of all sales and promotional programs of the hotel. Take personal responsibility for driving StarPush within the property.

· Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service and other service department where necessary to complete the action.

· Develop and maintain a highly positive and motivational working environment within the department.

· Provide coaching and counseling, support and guidance to the associates and Duty Managers as required.

· Ensure associates are up-to-date with current information and data of the hotel products and services including room types, rates, features and facilities, food and beverage outlets & promotions, spa and health club, and other services and facilities.

· Provide assistance to local representatives of tour operators and travel agencies.

· Fullfill a minimum of one Champion role from the below roles.

ADMINISTRATION

· Familiarizes self with new procedures and updates associates at all times

· Prepares and maintains Front Office manual for the hotel

· Communicates the content of the manual to all associates

· Together with direct reports, take a leading role in positively representing the company with guests, reinforcing a customer focused approach to hotel operations at all times – and harnessing Guest Experience Index (GEI) data is a tool to measure success

FILING AND RECORDS

· Properly maintains all Front Office files.

· Opens and maintains Front Office files

· Updates Front Office files annually

· Maintains proper recording methods e.g. logbooks, training records for Front Office activities.

MANPOWER PLANNING

· Ensures that all shifts are properly covered with proper consideration in the hotel status, occupancy, etc.

· Prepares the work schedule on a weekly basis for the Front Office associates

PERFORMANCE APPRAISAL

· Assists FOM in conducting appraisals and performance evaluations for the Front Office associates. Reviews Front Office associates performance on a regular basis, and takes care/oversees documentation of appraisal on an annual basis.

· Assists FOM in conducting probationary/mid-year and year end appraisals for the Front Office associates on all levels.

· Monitors associates performance all throughout, notifies FOM on both positive and negative performance indicators in preparation for the formal performance review.

· Recommends ways to maximize the section's output without compromising standards.

· Proactively gives feedback to supervised associates on performance issues (both for the group as well as the individual) through regular coaching and counselling.

DISCIPLINARY PROCEDURES

· Assists the FOM with disciplinary procedures involving the Front Office associates.

· In conjunction with the FOM prepares and issues the ‘Please Explain' form to any Front Office associates who cause any infraction in contravention to the hotel's code of conduct.

· Continuously updates DOR on matters pertaining to associates discipline.

· Ensures that all associates report for duty on time, properly groomed, wearing the correct uniform and name badge at all times.

· Ensures that all associates provide courteous and professional service at all times.

· Ensures that the associates adhere to the rules and regulations of the Resort by facilitating regular reorientation for the associates on rules and regulations; immediately communicating/updating associates on new rules/standards.

· Continuously monitoring implementation of new rules/standards.

ORIENTATION

· Ensures that proper orientation is carried out for the new Front Office associates.

· Prepares a departmental orientation and training program for Front Office associates.

· Coordinates and ensures that orientation and training program is carried out as planned.

LIAISON

· Openly coordinates with other departments to ensure customer needs are attended to.

· Maintains open lines of communication with other departments to ensure efficient working relationships and communications are maintained at all times.

MEETINGS

· Attends and participates in group/events coordination meetings to represent Front Office.

· Assists in organizing Front Office associates meetings with the team on a regular basis.

PRODUCT KNOWLEDGE

· Familiar with all company and hotel policies, procedures, programs and standards services and promotions.

· Updates and informs Front Office associates hotel policies, procedures, programs and standards services and promotions.

HR Responsibilities

Training

· Ensures that proper training of associates is done such that associates have the necessary skill to perform duties with maximum efficiency.

· Assists in determining the training needs for the section

· Assists with the draft of training schedules for the month

· Coordinates with the Training Manager in all matters pertaining to associates training and development.

· Conducts/facilitates training activities in accordance with established targets.

Associates Productivity

· Assist implementation of appropriate scheduling and duty roster management to ensure associates on duty at any given time corresponds with expected business volume.

· Recommends ways to maximize the department output without compromising standards.

· Contributes to total productivity of the Front Office Department by ensuring supervised associates are able to take over tasks in the other sections.

OTHERS

· Responds to all guest requests / complaints immediately

· Carries out duty management shifts, including night shift coverage when required.

· Performs other duties / tasks as may be assigned by management.

· When requested undertakes tours of all hotel areas, front and heart of house and also the grounds, main entrance and driveway areas notifying relevant departments of any irregularities found.

EMERGENCY RESPONSE

· Responds to emergency calls and assists the Hotel Emergency Response Team (ERT) during fire and other emergencies.

· Possesses full knowledge of emergency procedures.

· Ensures that all associates are aware of emergency procedures at all times.

· Attends scheduled associates training and periodic reviews on departmental responsibilities in case of emergencies.

· Responds to Emergency calls, as may be required.

Guest Complaints

· Ensures that all associates are aware of guidelines governing complaints handling.

· Encourages associates to make decisions at customer contact, and ensures associates are aware of the responsibility and established authority limits at all times.

· Personally attends to all guest complaints immediately and initiates immediate resolution.

General Duties

Technical Knowledge

· To have complete knowledge of all operational systems at Front Office, Service Express/Telephone, Opera PMS, POS machine, Starwoodone, StarGuest and any other related systems.

· To have complete knowledge of Starwood' programs SPG, GEI, StarPush, GPS, Guest History, etc.

· To have complete knowledge of Westin standard operating policies and procedures.

· To have complete knowledge of Delegation of Authority policy (DOA)

Care of equipment

· Ensures proper maintenance of all equipment at the Front Office

· Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area.

Training & Associates Activities

· Attends scheduled training courses

· Conducts or assists FOM in skills training/refreshers for Front Office

· Participates actively in company-initiated associates activities.

· Oversees and supports the work of the Departmental Trainers and any Programs Champions.

Grooming & Hygiene

· Adheres to specified hygiene and personal appearance standards of the hotel.

Attendance

· Adheres to set procedures for attendance and timekeeping.

Company Policies & Procedures

· Adheres to the provisions outlined in the Associates Handbook, Disciplinary Code and Rules & Regulations.

Environmental Awareness

· Reduces waste materials and supplies by adhering to the Company's guidelines on re-using and re-cycling.

· Maintains clean and orderly work surroundings.

· Conserves water & energy by adhering to the environmental / energy conservation.

· Participates in activities concerning the protection of the environment.

· Implements the identified Best Practices in his/her area of responsibility.

· Participates actively in the monitoring and planning for the continual improvement of the Resort's EMS.

Guiding Principles

· Practices the guiding principles in day to day interaction and actively encourages associates to do the same.

· Maintains the highest standard of professionalism, ethics and attitude towards clients and colleagues.

The above areas, responsibilities and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be interpreted as detailed description of all the work requirements that may be inherent in the job.

HOW YOU CAN SUCCEED IN THIS ROLE

Within The Westin Abu Dhabi Golf Resort & Spa the top-performing people who do this job always demonstrate the following attitude:

Working with Others

· Try to anticipate and exceed the needs of customers and colleagues

Use initiative and good judgment to solve problems in a calm and efficient ways.

· Enjoy working with others to achieve common goals. Volunteer as required to ensure the success of the team.

· Act with personal professionalism and integrity at all times

Taking Responsibility

· Always conduct business honestly and fairly. Keep sensitive information confidential.

· Prioritize workload effectively and be organized and structured at work.

· Manage time and pay attention to detail. Know your jobs, and be able to work without close supervision.

· Display a positive attitude, even under pressure. Personally check your work to ensure its accuracy.

Delivering Results

· Committed to meeting and exceeding all performance standards.

· Constantly look to develop your own professional skills and abilities.

· Perform job tasks in line with established policies and procedures.

· Always try to provide a top-quality experience to all our guests.

CRITICAL SUCCESS FACTORS

· Must have demonstrated superior supervisory skills in previous responsibilities. Should be able to articulately explain his/her management style, problems successes, failures & programs.

· Must be able to speak, read, write and understand the primary language(s) used in the workplace.

· Must be able to read and write to facilitate the communication process.

· Requires good communication skills, both verbal and written.

· Must possess basic computer skills.

· Advanced knowledge of the principles and practices within the Rooms

· Ability to apply supervisory /management skills.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.