Assistant Director of Front Office

4 weeks ago

Doha, Qatar FAIRMONT FAIRMONT HOTEL & RESIDENCES DOHA Full time

Company Description

BeLimitless

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love; care for the world; dare to challenge the status quo #BELIMITLESS

**Job Description**:
**Responsibilities**:
The Assistant Director of Front Office provides managerial support for Reception/Front Office, Royal Service, Guest Services in the daily operational duties for these areas, assisting the Director of Front Office in the daily managerial tasks for the front office, ensuring a seamless experience for the guest in all areas.
- Ensures that all Front Office policies and procedures are adhered to
- Ensure loyalty/VIP procedures are being met or exceeded on a daily basis for all loyalty /VIP guests
- Coordinate the Arrival, Stay and Departure experience for all loyalty/VIP guests to ensure a seamless experience
- To understand and promote the hotel’s and departmental vision
- Lead by example to sustain an environment and positive colleague relations
- Develop and maintain standards for the department, while adhering to Fairmont’s core standards
- Provide direction and support to Guest Services Manager, Duty Managers, Front Office supervisory positions and colleagues in their daily tasks relating to their roles
- Ensure that all Front Office team have the supplies needed to perform their duties
- Communicate and liaise effectively with other leaders in the department and hotel
- Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Fairmont Hotels & Resorts. Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
- Responsible to balance operational, administrative and colleague needs
- Responsible for ensuring consistency in exceeding guest service expectations
- Energize the brand by promoting our guest loyalty program
- Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
- Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded
- Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training and motivation of Front Office colleagues.
- Controls and provides feedback on labour and operational expenses
- Support daily and weekly selling strategy in accordance with yield recommendations and promotes maximizing of revenue and occupancy on a daily basis
- Ensure all daily, monthly and quarterly reporting is completed on a timely basis
- Ensure review of daily payroll punches and edits as necessary, record time and attendance occurrences for all colleagues in Time and Attendance Log
- Review, verify and react to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations. Ensure that each of them has a checklist attached and it has been completed.
- Adhere to and sign off on all cash handling, balancing of shift closings, and adjustments
- Maximize our brand by promoting our upsell programs
- Ensure all welcome calls and reservation confirmation calls are being completed by Royal Service daily and it is being maintained consistently
- Maintain and report deficiencies in the department and knowledge of all safety and emergency procedures
- Effectively maximizes inventory levels during high occupancy/sold out nights
- Adheres to and promotes the Company’s health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures
- Cover Duty Manager shifts as required
- Attend monthly Credit meetings and ensure all accounting procedures are adhered to throughout the department, including monitoring guest balance and city ledger accounts
- Coordinate with the Front Office and Housekeeping to ensure VIP and Fairmont President’s Club preferences are consistently met
- To provide a visual management presence in the hotel Lobby
- To ensure the safe running of the hotel
- To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement
- To be informed and compliant with all forms of hotel systems and technology, Internet access, telephones and able to resolve issues
- To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned
- To ensure that an accurate Royal Service and Department guest logbook, prov

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