Swissôtel’s claim reinforces our believe that time and travel are true gifts in life and that we should use our time — where ever we are in the world — well and wisely.It also reminds us to ensure our guests spend quality time — our Swiss hospitality, synonymous with quality, efficiency and care, takes care of everything so time can be easily spent doing the things they love.

Position Title: Front Office Manager

Department: Rooms

Reporting to: Director of Rooms

Direct Reports: Front Office, Guest Services, Concierge

Summary

Reporting to the Director of Rooms, the role holder will contribute to the performance of their area by facilitating the hiring and retention of exceptional talent as well as driving Heartist engagement, learning and development, performance and talent within their departments.  They will have a desire to be the best at what they do and achieve operational excellence in their departments through all the metrics that are measured.

Responsibilities

Front Office

• Supervises all operational areas, ensuring that all hotel guests and visitors are met and guest satisfaction is maintained across the resort.
• Maintains a high level of communication and feedback within the departments
• Ensures that the reports and the statistics are prepared and distributed as required.
• Communicate new or amended procedures to relevant departments/Heartists in timely manner, ensuring they have been understood.
• Work closely with Housekeeping, F&B and Engineering to ensure all Arrival/In house and departures are managed as per hotel procedures
• Sign rebates and paid outs for the cashiers ensuring that sufficient justification and backups have been provided.
• Ensures that all Guest History files are well maintained
• Manages the overall limousine operation with focus on creating great service experiences and maximising revenues 
• Curate arrival greeting experience and ensure adherence of service sequence 
• Manages bellmen, doormen, coffee attendants to ensure seamless arrival and departure experience for all guests 
• Fully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry 
• Executes the annual upsell strategy and achieves all goals as set by management 

Guest Relations

• Maintains oversight and allocates resources to the smooth running of the daily operation 
• Use data from given hotel systems to analyze areas of improvement and creating action plans for betterment of service 
• Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiences 
• Meets VIP guests upon arrival and escorts them to their rooms / suites.
• Analyses guest feedback as well as negative rating and/or comments in an effective and efficient manner and is able to present this to the Exec Com for discussion and review.
• Curate the personalised stays for our guests in conjunction with the Guest Relations Manager.

People & Culture

Employee Relations

• Foster a positive and structured work environment which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations. 
• Work alongside with the People & Culture leader to investigate, document and administer corrective action immediately and effectively to reach the mutual goals of the business and the Heartist.

Recruitment

• Hire new Heartists in conjunction with the People & Culture Leader through INES

• Use the interview guides provided and Talent Meter to gain further information on any potential candidate

Employee Engagement and Communications

• Strive to increase Heartist engagement by promoting a positive work environment where each Heartist is informed and proactive about the overall business goals.  Ensure the consistent delivery of business and associate information with transparency so that each Heartist understands how they contribute to the company’s success.  This will include working on the Employee Engagement Survey (EES) and People & Culture Audit.  Ensure the EES Champions for the hotel/departmental action plans in order to increase Heartist engagement and improve EES scores year on year.
• Represent the organization as an exemplary ambassador the Accor All Inclusive - Heartist Service Culture
• Labour Turnover to be closely monitored and proactive actions taken with regards to trends and suggestions to People & Culture leader as well as Hotel Manager/General Manager.

Learning & Talent Development & Performance Management

• Ensure bi-annual Talent Review process is conducted and associated documentation maintained to the required standard.
• Facilitate the performance management cycle from probation reviews, annual performance reviews, development plans as well as on the job training
• Ensure Departments have adequate Departmental trainers, and these are well utilised
• For all supervisory positions have a transparent development programme in place in conjunction with the Talent & Culture leader as well as Learning & Development.
• Development of direct reports to give them ongoing feedback and development.

Finance

• The activities and contribution of the role will impact the performance of the hotel. 
• They will act on behalf of the business to work through complex situations and reduce risk, interpreting and implementing company policies and employment legislation as appropriate.
• They will be required to exercise sound judgment and integrity at all times to ensure confidentiality of protected information.
• Be fiscally competent in budgeting, forecasting including the commentary that goes with the documents/meetings.
• Demonstrate full awareness of departmental budget/P&L and work towards achieving it by minimizing expenses and maximizing room revenue

Abilities/Key Competencies/Skills

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Heartist service culture to be responsive, respectful and deliver a great experience.

Leading Myself

• Positive Orientation
• Operational Decision Making
• Self-Development & Management

Leading Others

• Developing an Empowered Team
• Leading an Engaged and Diverse Team
• Communication

Leading the Business

• Advocating Guest Passion
• Business Planning and Analysis
• Business Improvement and Change

Experience/Certificates/Education

• Educated to bachelor’s degree level or beyond, most likely within a business or hospitality management related discipline, or experience equivalent
• Prior experience as a Department Head in a large, fast paced organisation
• Fluency in verbal and written English is essential – an additional language eg Arabic would be an advantage
• Must be a highly capable user of Microsoft office programmes including Excel, Word, PowerPoint and Outlook.
• Previous working experience in a truly global work environment is essential

This is a pre-opening and requires an incumbent to be available by May 1.