Mgr-Front Office I

Description

Job Summary: Assist the Front Office Manager in managing front office functions and supervising staff to ensure efficient check-in and check-out processes and maximize departmental financial performance. Key Highlights: 1. Manage daily operations to ensure quality and standards meet customer expectations 2. Leverage interpersonal and communication skills to guide, influence, and motivate others 3. Deliver service that exceeds expectations to achieve customer satisfaction and guest retention **Additional Information** **Job Number**26104412 **Job Category**Rooms \& Guest Services Operations **Location**Ras Abu Abboud Street, Doha, Qatar, Qatar, 26662 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **Job Summary** Assist the Front Office Manager daily in managing front office functions and supervising staff. The front office area includes bellhops/doormen, switchboard operators, and customer service/front desk agents. Guide and collaborate with managers and staff to implement procedures ensuring efficient check-in and check-out processes. Ensure guest and employee satisfaction while maximizing the department’s financial performance. **Candidate Profile** **Education and Experience Requirements** * High school diploma or equivalent (GED); 2 years of experience in guest services, front desk, or related field. Or * Two-year degree from an accredited university in hotel and restaurant management, hospitality management, business administration, or related field; no work experience required. **Core Job Activities** **Maintain Customer Service and Front Desk Objectives** * Manage daily operations to ensure quality and standards meet customer expectations each day. * Set specific goals and plans to prioritize, organize, and complete work. * Handle complaints, resolve disputes, address dissatisfaction and conflicts, or negotiate with others. * Supervise staffing to ensure guest service, operational needs, and financial objectives are met. * Ensure ongoing, consistent communication with staff to build awareness of business goals, convey expectations, recognize performance, and achieve desired outcomes. * Understand how departmental operations impact the hotel’s overall financial goals and mission, and strive to meet or exceed those goals. **Support Front Desk Team Management** * Use interpersonal and communication skills to guide, influence, and motivate others; advocate sound financial/business decisions; demonstrate honesty/integrity; lead by example. * Encourage and foster mutual trust, respect, and cooperation among team members. * Set a positive example by demonstrating appropriate behavior. * Supervise and manage staff. Oversee all daily operations. Maintain thorough knowledge of staff positions to assume responsibilities during absences. * Establish and maintain open, collaborative relationships with staff, and ensure staff do the same within the team. * Supervise all front office areas in the absence of the Front Office Manager or Assistant Front Office Manager. **Ensure Exceptional Customer Service** * Deliver service that exceeds expectations to achieve customer satisfaction and guest retention. * Improve service quality through communication and assistance to understand guest needs, and provide guidance, feedback, and individual coaching when needed. * Respond to and resolve guest inquiries and complaints. * Set a positive example for guest relations. * Empower staff to deliver exceptional customer service. * Observe staff service behaviors and provide individual feedback. * Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction. * Ensure staff understand customer service expectations and contributing factors. * Interact with guests to obtain feedback on product quality and service levels. * Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement. **Manage Projects and Policies** * Implement guest recognition/service programs and communicate and ensure adherence to the process. * Train staff and supervise compliance with all credit policies and procedures to minimize bad debt and refunds. * Supervise daily sales procedures to maximize room revenue and control hotel occupancy. * Supervise daily front desk shift operations and ensure adherence to all policies, standards, and procedures. * Ensure hotel policies are applied fairly and consistently, complete disciplinary procedures and documentation per Standards and Local Operating Procedures (SOPs and LSOPs), and support peer review processes. **Support Human Resources Activities** * Support others’ development needs and coach, mentor, or otherwise assist them in enhancing knowledge or skills. * Solicit staff feedback, adopt an “open-door” policy, and review employee satisfaction results to identify and address staff concerns or issues. * Bring employee satisfaction issues to the attention of the department manager and Human Resources. * Assist, as needed, in interviewing and hiring team members with appropriate skills. * Support departmental onboarding programs to ensure staff receive proper new hire training to successfully fulfill job responsibilities. * Participate in progressive disciplinary procedures for staff. **Other Responsibilities** * Provide information to supervisors, colleagues, and subordinates via phone, written correspondence, email, or in person. * Analyze information and evaluate results to select optimal solutions and solve problems. * Timely notify and/or update executives, colleagues, and subordinates with relevant information. * Perform all front desk duties as necessary. * Conduct front desk shift changes as necessary. * Conduct departmental meetings and consistently communicate clear, aligned messages regarding front desk objectives to achieve desired performance. *Marriott International is committed to being an equal opportunity employer and welcomes all applicants, providing equal employment opportunities. We strive to create a workplace that values and celebrates the unique backgrounds of our employees. The intersection of our employees’ cultures, talents, and experiences is our greatest strength. We pledge not to discriminate on the basis of any protected characteristic, including disability, veteran status, or any other characteristic protected under applicable law.* At more than 100 acclaimed Ritz-Carlton hotels worldwide, every employee strives to create extraordinary, enduring guest experiences—timeless, unforgettable. Hotel professionals from around the globe converge here, thoughtfully crafting precious moments that will last a lifetime. We believe creative inspiration, genuine care, and empathy are at the heart of our success. We continuously surpass industry expectations and set benchmarks for luxury service—and we take great pride in delivering sincere care and comfortable experiences to our guests. Your responsibility is to consistently deliver thoughtful, elegant service, embodying The Ritz-Carlton Gold Standards. The Gold Standards form the foundation of The Ritz-Carlton brand, guiding us step-by-step toward excellence. This brand foundation and cultural philosophy have propelled The Ritz-Carlton to success and earned its reputation as a leader among global luxury hotel brands. Join The Ritz-Carlton team, learn our Employee Commitment, Credo, and Service Values, live the Gold Standards, and refine your skills. We promise that every employee will feel proud to choose this career and to work alongside outstanding colleagues. Joining The Ritz-Carlton means becoming part of Marriott International’s extraordinary portfolio of brands. **Launch your journey here**, realize your personal value, **pursue** your life goals, **integrate** into an exceptional international team, and **express** your authentic self.