Assistant Front Office Manager

Sofitel Dubai Downtown

Job Description

• Oversees the Front Office operations, including the Reception, CID, Bell Desk, Concierge, Guest Relations and Valet Parking, and to personally supervise the above in the involved supervisor s absence, ensuring that the hotel standards and procedures are fully known and followed.
• Ensure a proper coverage and supervision of the Front Office sections at all times.
• To ensure appropriate stock level for the smooth run of the Front Office operations and to approve requisitions accordingly.
• To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests, playing a Public Relations role.
• Ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
• Ensure that the privacy of the guests and the confidentiality of the information is respected. To act as a representative of the Management when dealing with guest complaints or if a member of the Front Office team is facing difficulties that she/ he cannot solve on her/ his own.
• Manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To be fully aware of and to report all guest comments or complaints.
• Ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.

Qualifications

• Previous experience in the hospitality industry, preferably in a front office management role.
• Strong customer service skills with a passion for creating memorable guest experiences.
• Excellent verbal and written communication skills in English. Proficiency in any additional language is a significant advantage.
• Ability to manage guest requests and preferences efficiently, calmly, and courteously.
• Highly organized with the ability to multitask and maintain high standards of professionalism and efficiency.
• A team player with a positive attitude and a strong work ethic.
• To ensure that the vision and mission and Sofitel Philosophy of the organization are shared with all colleagues and reflected in the actions of management.
• Must be proactive and able to handle high-pressure situations with ease.