Multi-Property Director of Front of House - Jobs in Saudi Arabia , Egypt

Job Description

JOB SUMMARYMulti-Property Director of Front of House oversees multi-property Front office operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situations. Personally assisting in resolving any issues and completing tasks. Manages the flow of questions and directs guests within the resort. Serves as Guest Relations Manager/Front Office Manager and handles the tracking of service issues. Ensures successful functioning and delivery of critical and differentiating butler services to guests in both properties. Set the tone for and is primarily accountable for team members providing a seamless pre-arrival experience, sophisticated guest stay and post departure activities. Butler services are accomplished by directly managing the Butler team. Ensures strong coordination within all Front Office departments. Multi-Property Director of Front of the House leads by working to continually improve guest and associate satisfaction together with other leaders of Front Office team and maximize the financial performance of the department. Serves as the property Senior Leader and directs both properties Front Office operations. Ensures that the highest levels of hospitality and service are provided during the shifts by all departments under supervision. Responsible for all Front Office departments: Front Desk, Guest Relations, Call Center, Butlers/ Experience Ambassadors, Guest Services. In absence of EAM Rooms serves as Division head, directs and works with managers and employees to successfully execute all Rooms operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the division. Assists in successfully planning, developing, implementing, and evaluating of the quality of both properties Front Office operations. The position ensures Front Office Operations meet the brands standards and targets customer needs. Assists in leading specific teams while meeting or exceeding property goals. Compliance with the ISRA, BSA, LQA and other audits as directed, complete regular (quarterly) self-audits together with Front Office leaders. CANDIDATE PROFILE Education and Experience. High school diploma or GED 6 years experience in the guest services, front desk, or related professional area. OR . 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major 4 years experience in the guest services, front desk, or related professional area. CORE WORK ACTIVITIESLeading Guest Services Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others advocates sound financial/business decision making demonstrates honesty/integrity leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees absence.

• Supervises Concierge and/or Bell Staff, when applicable.

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag.
• Assists with energy conservation efforts by monitoring compliance during property tours.

Managing Butler Services

• Manages day-to-day butler services operations verifying that quality and standards exceed the expectations of guests on a daily basis. This includes all pre-arrival activities, Butler Service Desk operations, and Butler staff in order to provide a seamless butler program for guests.
• Manages VIP guests. Recognizes repeat and important guests and builds rapport in order to develop personal guest contact, obtains preferences and proactively anticipates guest needs and requirement.
• Manages VIP guests schedules as appropriate to support potential needs.
• Manages the guest experience so that a high level of privacy is afforded and confidentiality is kept on behalf of VIP guests when possible.
• Supervises Butler Service Desk and verifies resources provide seamless services during the on-site guest journey.
• Conducts daily line-ups/house briefings and communicates clear and consistent messages regarding the Butler team updates and goals to produce desired results.
• Keeps the Butler team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Encourages and builds mutual trust, respect, and cooperation among departments such as Front Office and Housekeeping whose touch points intersect with butler services and Butler team members.
• Serves as a role model to demonstrate appropriate behaviors and sets the bar for execution of butler services through training and mentorship.
• Continuously strives with the team to provide the bespoke and uncompromising services.
• Supports and trains other departments who deliver on signature services (e.g., housekeeping, room inspections, delivery).

Leading Guest Relations

• Sets the standard and tone for how Butler team members to drive guest engagement
• Coaches team members to recognize and build rapport with guests.
• Establishes processes to obtain guest preferences and proactively anticipate guest needs and requirements.
• Verifies Butler teams manage guests schedules to anticipate potential needs.
• Verifies Butler teams maintain a high level of privacy, discretion and confidentiality on behalf of guests when possible.
• Verifies Butler teams address guests service needs in a professional, positive, and timely manner, consistent with company policy.
• Fosters positive guest relations by coaching team members to actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN technique, using GXP platform) to resolve issues, delight, and build trust.
• Assists other employees to verify proper coverage and prompt guest service.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

• Ensures compliance with all policies, standards and procedures.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understands and complies with loss prevention policies and procedures.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Records guest issues in the guest response tracking system.
• Reviews guest satisfaction results with employees and Front Office leaders
• Emphas guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Additional Responsibilities

• Provides information to managers, supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Participates as needed in the investigation of employee and guest accidents.
• Performs Front Desk duties in high demand times.

MANAGEMENT COMPETENCIESLeadership

• Adaptability - Determines how change impacts self and others displays flexibility in adjusting priorities and communicates both the reasons for change and how it impacts the workplace.

• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner appropriately interprets verbal and non-verbal behavior and models active listening to ensure understanding..

• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

• Driving for Results - Sets high standards of performance for self and/or others assumes responsibility for work objectives initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals proactively takes action and goes beyond what is required.

• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the companys service standards.

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives utilizes differences to drive innovation, engagement and enhance business results and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

• • Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions.

• • Front Desk - Knowledge of procedures and policies for check-in/check-out pre-arrival planning Marriott Rewards Program Corporate-sponsored programs Property based systems (i.e., MGS, MARSHA, PMS, Fidelio Opera, FOSSE, Call Accounting, Voicemail, Movies, Key) vendors, products, services, and merchandise front desk supply management room inventory management.

• • Problem Resolution- Ability to record, track and resolve guest problems via property software (i.e. Guestware, FOSSE, etc.) handle emergencies, and effectively deal with customer issues and complaints.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

• • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

• • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

• • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

• • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New Yorks Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis.

Keyskills :

About Company

Marriott Hotels & Resorts is Marriott Internationals brand of full-service hotels and resorts based in Bethesda, Maryland. As of June 30, 2020, there were 582 hotels and resorts with 205,053 rooms operating under the brand, in addition to 160 hotels with 47,765 rooms planned for development