Al Marjan Island, Ras Al Khaimah:45 minutes from Dubai,UAE
25 Sep 2016
23 Oct 2016
Job Level
  • Ensures that all Front Office Policies and Procedures are adhered to
  • Ensure VIP procedures are being met or exceeded on a daily basis for all VIP Guests
  • Coordinate the Arrival, Stay and Departure experience for all VIP guests to ensure a seamless experience
  • To understand and promote the hotel’s and departmental vision
  • Lead by example and sustain an environment of  ***mission, vision of establishment *** and positive Colleague relations
  • Develop and maintain standards for the department, while adhering to Marjan Island Resort and Spa’s core standards
  • Provide direction and support to Guest Relations Officers, Front Office Supervisory positions and Colleagues in their daily tasks relating to their roles
  • Ensure that all Front Office team have the supplies needed to perform their duties
  • Communicate and liaise effectively with other leaders in the department and hotel
  • Creates an environment that allows Colleagues to achieve job fulfillment and provides a path for career development with Marjan Island Resort and Spa.  Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
  • Responsible to balance operational, administrative and Colleague needs
  • Responsible for ensuring consistency in exceeding guest service expectations
  • Energize the brand by promoting our Guest loyalty program:  ***TBA***
  • Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
  • Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation
  • Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded
  • Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office colleagues.
  • Controls and provides feedback on labour and operational expenses
  • Support daily and weekly selling strategy in accordance with yield recommendations and promotes maximizing of revenue and occupancy on a daily basis
  • Ensure all daily, monthly and quarterly reporting are completed on a timely basis
  • Ensure review of daily payroll punches and edits as necessary, record time and attendance occurrences for all colleagues in Time and Attendance Log
  • Review, verify and react to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations.  Ensure that each of them has a checklist attached and it has been completed.
  • Adhere to and sign off on all cash handling, balancing of shift closings, and adjustments
  • Maximize our brand by promoting our upsell programs
  • Ensure all welcome calls and reservation confirmation calls are being completed by Marjan Service daily and it is being maintained consistently
  • Maintain and report deficiencies in the department and knowledge of all safety and emergency procedures
  • Effectively maximizes inventory levels during high occupancy/sold out nights
  • Adheres to and promotes the Company’s Health & Safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
  • Cover Duty Manager shifts as required
  • Attend monthly Credit meetings and ensure all accounting procedures are adhered to throughout the department, including monitoring Guest balance and city ledger accounts
  • Coordinate with the Front Office and Housekeeping to insure VIP preferences are consistently met
  • To provide a visual  management presence in the Hotel Lobby
  • To ensure the safe running of the hotel
  • To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement
  • To be informed and compliant with all forms of hotel systems and technology, Internet access, telephones and able to resolve issues
  • To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned
  • To ensure that an accurate Marjan Service and Department Guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team