Director of Front Office

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Rosewood Hotel Group Full time

Job Description:

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Job Summary


Under the direction of the Director of Rooms and within the limits of Rosewood Doha's policies and procedures to assist in achieving the goals and targets set in budgets by maximizing Revenue, maintaining as well as by building on the reputation of the hotel and by ensuring that business objectives are accomplished.


Oversee and direct Heads of Departments, leading and supporting the team in ensuring that guest and associate needs are met to the high standard required by the hotel and expectations are exceeded.

Be responsible for the smooth running of the Front of House operation, on a day to day basis, providing advice and guidance to Department Heads and Team Members.


Assume complete operational responsibility for designated areas:

guest satisfaction; employee satisfaction; product quality; operational efficiency; staffing matters and fire life safety standards, in line with brand standards.


Essential Duties and Responsibilities
Quality

  • Ensure all hotel areas of the product and team are meeting Rosewood's service standards.
  • Drive and lead Initiatives for increasing awareness of Rosewood's service standards across the Front of House to ensure quality service & products remain at the forefront.
  • Ensure departmental action plans are implemented and reviewed following quality service audit results.
  • Review the daily activities of all areas directly responsible for.
  • Review, in conjunction with the Guest Relations team, arrivals and departures on a daily basis, ensuring that the necessary room allocations are made and amenity requirements are communicated to the appropriate departments for action.
  • Maintain a lobby & front of house presence as appropriate: greeting VIP and regular guest arrivals (residential and nonresidential); ensuring Rosewood's service standards are consistently achieved; monitoring the physical appearance and cleanliness of the front hall, courtyard and public areas.
  • Oversee to ensure that a concise and accurate guest history system is maintained, and that recorded requirements are complied with for each individual guest.
  • Monitors the associates of these operations to ensure guests receive prompt, cordial attention and personal recognition, in line with corporate policies and standards at all times.
  • Ensure an effective process is in place to manage guest concerns and complaints, focusing on rectification, guest satisfaction and prevention
Financial

  • Generally being alert for opportunities to improve the profitability of the Hotel i.e. through controlling wastage and being responsible for the economy of all utilities and resources.
  • To actively promote the services and facilities available to guests within the hotel and Rosewood Hotels & Resorts, maximizing revenue from other outlets (e.g. car transfers, valet services, Spa and Food & Beverage facilities, etc.)
  • Manages and sets targets for the Hotel's Front Office Upselling Program.
  • Conducts comprehensive monthly departmental meetings to include review of Profit and Loss's (as maybe needed), core programs, customer issues, strategic development, future activities, etc.
  • Monitor annual department budgets with Heads of Department throughout the year, reporting reasons for all variances of actual versus budget and recommending and implementing appropriate actions.
  • Accurately forecast revenue and payroll on a weekly basis and to take appropriate action to influence results positively towards exceeding budgets whilst ensuring that appropriate department holiday plans are maintained.
  • Ensure that agreed credit procedures are complied with by direct reporting colleagues, and also to attend monthly credit meetings.
Leading

  • Actively drives productivity initiatives, without negatively impacting customer service levels.
  • Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all Room Division employees.
  • Develops and updates policies and manuals, as related to the Departments, for implementation in the field, while ensuring compliance to the same for consistency across the group.
  • Ensure efficient and well organized departments, ensuring all associates are well trained and highly motivated and the development of high potentials.
  • To ensure that new associates receive an appropriate level of job skills training to enable them to perform their duties to the required standard, upon completion of the initial training period.
  • To ensure accurate departmental records with respect to associates and training issues, associates development issues and departmental communication issues.
  • To assist in the creation of full operating manuals with respect to responsibilities of each position and minimum standards to be achieved and to ensure their effective utilization and manage updates.
  • To conduct selection interviews alongside the Human Resources Team for potential new team m

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