Front Office Duty Manager

Join to apply for the Front Office Duty Manager role at Mövenpick Hotels & Resorts.

Responsibilities

• Under the guidance and supervision of the Front Desk Manager, provide efficient, personalized, courteous and punctual service and practice up selling techniques while working with a team spirit to ensure each guest leaves fully satisfied and wishes to return.
• Be thoroughly familiar with all Mövenpick corporate and local Operational Standards and ensure they are followed. Supervise front desk operations according to hotel standards to guarantee guest satisfaction under the control of the Front Desk Manager and assist in accomplishing the objectives outlined below.

Key Deliverables and Responsibilities

• Review and update the logbook.
• Be well groomed and maintain a friendly and cheerful disposition at all times.
• Report regularly on happenings to FDM, Operations Manager and GM.
• Maintain associate relations.
• Resolve complaints and handle disputes.
• Ensure services are up to the required standard.
• Smooth check in/check out procedures for the hotel and residents' comments.
• Conduct hotel tours as per checklist.
• Coordinate purchasing for front office departments with the finance team according to hotel procedures.
• Plan and coordinate all move in and move out activities with relevant departments.
• Adhere to and monitor departmental operating expenses per budget and forecast.
• Review and monitor departmental work schedules, overseeing payroll alignment with budgets.

Operations

• Prepare for daily arrivals in terms of room allocation, amenities and special requests.
• Announce VIP rooms to Housekeeping and F&B departments.
• Ensure VIP rooms are ready, checked and all in order prior to arrival.
• Attend management morning briefing if needed/requested.
• Take responsibility of the shift and handle situations, ensuring the reception team on shift is looked after and helped if needed.
• Register and process check in for all arrivals.
• Conduct daily briefing & ensure IQ standard is followed.
• Perform check in & check out at the reception.
• Be part & lead in success of all enrolment and assist to achieve the hotel target.
• Ensure Cherish program is mentioned in every briefing and collect daily comments from the team to achieve monthly target.
• Check online comments (TripAdvisor, etc.) and investigate issues then report to the manager.
• Ensure guest comments are investigated and responded to accordingly.
• Assist in achieving Trust You targets.
• Attend guest requests and take action accordingly.
• Handle guest complaints and take action immediately to ensure satisfaction is delivered.
• Assist Hotel Manager on Duty when/if required.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests' departure.
• Handle walk in counter reservations at all times and process call in reservations when the room reservations section is closed.
• Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all times.
• Resolve guests complaints/requests and liaise with the department concerned to ensure immediate follow up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Check Paymaster daily and give feedback FDM with action taken.
• Encourage rooms & breakfast upselling daily to the team and share result and feedback.
• Check hotel situation, occupancy, functions, groups, MIPs.
• File daily reception report and documents systematically.
• Give proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training.
• Maintain daily courtesy call sheet and share feedback/action with the manager.
• Attend Credit meeting when requested.
• Attend Revenue meetings when requested.
• At the end of the shift or the day, communicate all information that the next shift has to know for a well running of the operations.
• Coordinate and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• To effectively handle all guest complaints concerning the Front Office in coordination with the Front Desk Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments, inform the Front Desk Manager, Operations Manager and General Manager.
• Other duties as assigned.
• Perform duties in a manner that respects Accor's Values.
• Assist in Task Force Teams for new openings.
• Carry out any other reasonable task (which may not be stated here) as requested.
• Attend and chair the daily briefings.

Qualifications

• Bachelor's degree in a relevant field or a combination of equivalent education and/or experience is required.
• Service focused personality is essential.
• Prior experience working with Opera or a related system an asset.
• Proven ability to build and maintain good relationships with all stakeholders.
• Communicate thoughts, actions and opportunities clearly with strong networking skills.
• Ability to lead by example, believe in a strong team culture and set the scene for high performance.

Additional Information

• Strong interpersonal and problem solving abilities.
• Fluency in English and Arabic, additional languages are a plus.