Responsibilities

• Key Duties:
• To ensure, through effective supervision, that all operational services function with the utmost efficiency.
• To report any shortcomings and to recommend appropriate or corrective action to the Front Office Manager

/Director of Rooms.

• To meet and escort all arriving VIPs and ensure that their needs are satisfied, their luggage is swiftly sent to their

rooms, and they are checked-in in a courteous and efficient manner and escorted to their rooms without delay.
To establish any special requests.

• To implement an efficient method for standard quality checks in all operational departments as per LQA and

Forbes standards.

• To ensure that all VIP rooms are checked prior to the arrival of the guest.
• To conduct regular room inspections and liaise with the Housekeeping Department on deviation from standard

set-ups.

• Operational:
• To assist HODs during peak periods / meal periods.
• To be fully conversant with all Hotel, Fire and Emergency procedures and bomb threat procedures.
• To be fully conversant with all legislation pertaining to the hotel operation.
• To attend the AM/PM briefing providing a full and comprehensive update of all current, pending, and outstanding

issues.

• To review daily arrivals to ensure proper handling of VIP’s and return guests, groups, etc. and to escort VIP’s and

return guests to their rooms.

• To coordinate groups arrivals, departures and billing requirements with sales and catering management.
• To ensure room discrepancies are resolved.
• To effectively handle and resolve any guest problems or complaints in the hotel in accordance with the company’s

Complaint Handling Procedure.

• To contribute to regular departmental communication meetings, to keep colleagues informed of progress of hotel

objectives, special events, further improvement plans and guest comments.

• To ensure all project deadlines are met and submitted in a timely manner.
• To schedule the rotas of Front Office Team to provide maximum service to guests within budgeted guidelines.
• To train Team Leaders and Front Office Agents and supervise them in the performance of their duties.
• To conduct performance evaluations and disciplinary meetings when needed.

To communicate closely with the Night Manager and other Assistant Managers to ensure follow-up on any special
problems, guest requests, etc.

• To ensure all MOB APP guests are having in room check in.
• To ensure that all FS messenger messages replied within 90 seconds before escalation.
• To conduct random checks on guest profiles to ensure its updated properly also to monitor profile completion

score.

• To inspect guest rooms and tour the hotel during each shift, completing maintenance requests as needed.
• To assist other departments as required in resolving problems. The ability to handle guest problems and

complaints, keeping the Front Office Manager/Director of Rooms well-informed as to problems and action taken.

• To act in the absence of senior management in all matters concerning the safety, security and well-being of hotel

guests and colleagues.

• To assist Guest Relations, Housekeeping, PBX, Reservations, Valet Parking, Concierge, and porters when business

levels warrant.

• To perform other tasks or projects as assigned by hotel management and colleagues.
• To ensure regular checks on the cleanliness of all public areas, including the Lobby, Hotel entrance, Garage and

back of the house.

• To complete a daily floor walk and checklist announcing yourself to all outlets / operating departments.
• To assist on cover for night shift when needed.
• Financial:
• To assist the Front Office Manager /Director of Rooms in ensuring that the Departmental Operational Budgets are

in line and costs are strictly controlled.

• To be conversant with the monthly financial results in sales and cost areas ensuring all opportunities are

maximized.

• To control room rate availability on full-house nights to maximize occupancy and revenue and protect guaranteed

reservations. The ability to handle relocation of guests according to established procedures. The ability to
maintain close contact with other hotels regarding their status on full-house nights.

• To ensure adherence to all credit procedures in Reception and follow ups on credit problems with Credit Manager

and Front Office Manager.

• To review all Paid Outs, Rebates, Petty Cash, Direct Billings.
• To check cashiers, work at closure of shift to ensure all transactions are reconciled with proper approvals and

endorsements.

• Other Duties:
• Is fully aware of his/ her work schedule and ensures adequate notice is given with circumstances when he/ she is

prevented from adhering to the schedule.

• Reports any incidents, complaints, suspicious persons or safety hazards immediately.
• To report for duty punctually wearing the correct uniform / attire, name badge, maintain a high standard of

personal appearance and hygiene, and adhere to the hotel and department grooming standards.

• To provide a friendly, courteous, and professional service at all times.
• To maintain good working relationships with all colleagues and other departments.
• To ensure you 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 the local legislation as required.

• To respond to any changes in the department as dictated by the needs of the industry, company or 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 training and meetings as and when required.
• To assist in maximising productivity for the Department.
• Assisting with shifts rotation (day and night) on a weekly basis.
• Conducting employees' annual reviews and on the job coaching.

Skills:

• Excellent interpersonal and communication skills, both in person and by telephone.
• Knowledge of Opera is preferred.
• Ability to learn multiple computer software and accurately input information into the systems.
• Ability to work cohesively with co-workers both within and outside of your department.
• Ability to prioritize, organize and follow up.
• Must be available to work weekends, days, evenings and holidays.
• Excellent reading, writing & oral proficiency in the Arabic, English and French languages.
• Previous Luxury Hospitality experience in a managerial role.
• Previous experience in working with Opera V5 & Hot SOS preferred.