Starwood Hotels & Resorts Worldwide, Inc. is one of the leading hotel and leisure companies in the world with more than 1,270 properties in some 100 countries and over 180,000 employees at its owned and managed properties. Starwood is a fully integrated owner, operator and franchisor of hotels, resorts and residences under the renowned brands: St. Regis®, The Luxury Collection®, W®, Westin®, Le Méridien®, Sheraton®, Tribute Portfolio™, Four Points® by Sheraton, Aloft®, Element®, along with an expanded partnership with Design Hotels™. The Company also boasts one of the industry’s leading loyalty programs, Starwood Preferred Guest (SPG®).
W Dubai - Sheikh Zayed Road
A flagship hotel for the brand in Dubai, the new W Dubai - Sheikh Zayed Road will provides a cutting-edge lifestyle experience, comprising 355 luxurious guest rooms including 60 suites, six 'WOW Suites' and one 'Extreme WOW Suite' - the first of its kind in the world. The 27-storey hotel also offers eight contemporary dining venues, W Lounge (W's take on the traditional lobby), WET pool deck, SWEAT fitness centre, a signature spa and stylish meeting and event spaces.
To ensure that Front Office night shift is run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.
To be an ambassador of the Front Office and the hotel, in and outside the work place.
To provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
To personally greet and escort the guests rather than pointing out directions.
To ensure that the privacy of the guests and the confidentiality of the information is respected.
To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it.
To ensure a proper use of the telephone etiquette standards.
Prepare documentation for daily business.
Supervises all Front Office Service by making sure that these services are available and carried out with the utmost efficiency.
Ensure prompt, efficient and courteous reception of guests.
Record and administer arrivals and departures.
Assist in training new staff members, coach them and monitor their performance.
Ensure the desk is covered at all times, allocating meal breaks sensibly.
Full awareness of current daily status of Hotel.
Ensure smooth hand over to next shift.
To handle any complaint with tact and diplomacy at all times.
Communication and recording of complaints.
Be aware of daily functions, events, VIP and group arrivals.
To inspect pre-assigned rooms for VIP guests, ensuring that all room set-ups and amenities are prepared according to standard.
To investigate all guest and staff accidents and report the circumstances to management.
To patrol in the hotel to ensure everything is in good order and condition.
To observe & enforce the overall conduct and appearance of the staff.
To co-ordinate with Security in investigation guest’s lost property.
To be fully aware of the hotel’s emergency procedures with regard to safety of guests and staff.
To carry out any other duties as required.
Evaluates Front Office operation and procedures and suggests improvements to FOM.
Assigns duties and responsibilities to subordinates, assisting FO/CON staff.
Ensures all VIP and SPG rooms are blocked and inspected.
Liaises with Credit Department for outstanding bills of departing guests.
Ensures that all personnel are well groomed at all times.
Ensures a smooth traffic flow and daily operation.
Ensures that all information on restaurants, hotel facilities, emergency telephone numbers and other miscellaneous numbers are kept up to date at all times.
Ensures that all guest requests, requirements and complaints are attended, and promptly handled in the correct manner, resolved and recorded.
Ensure that Star Guest system is used efficiently and effectively.
In coordination with Housekeeping and Engineering Depts., ensures the cleanliness and tidiness of hotel public areas.
Ensure Night Shift Procedure is completed as per the Hotel Guideline.
Check no show bookings and take action accordingly.
Run Night Audit.
Print or send reports to Management as per night check list.
Prepare FOM/DGM reports.
Check and amend traces if necessary.
Close EDC machine report, Print and send to Finance.
Check rate variance report.
Check PM and PY accounts and take action accordingly.
To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
To provide friendly, courteous and professional service at all times.
To maintain good working relationships with all colleagues.
To read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
To comply with local legislation as required.
To respond to any changes in the department as dictated by the needs of the hotel.
To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service needs.
To attend trainings and meetings as and when required.
Bachelor or College degree
Minimum 5 years’ experience in FO, preferably in a luxury environment
Organisational & time management skills
Communication skills - written and verbal
Build Personal Effectiveness
Personality: Warm, welcoming, smiling and pleasant.
Act with integrity.
Excellence in communication skills: verbally and listening.
Make sound decisions
Create Team Focus
Facilitate open communication
Able to delegate
Promote team diversity
Customer service orientation
Create High Performance Culture
Able to multi task and to set clear priorities
Effective organizational development
Lead Change and Innovate
Build support for change
Drive continuous improvement
Share best practices
Other skills (Language, Computers)
Must be able to speak, read, write and understand English and preferably another language
Good computer skills