Banyan Tree Group is one of the world’s leading independent, multi-branded hospitality groups centered on the purpose-driven mission of stewardship and wellbeing while offering exceptional, design-led experiences.
The Group’s diversified portfolio of hotels, resorts, spas, galleries, golf and residences features an ecosystem of 10 global brands, including the award-winning Banyan Tree, Angsana, Cassia, Dhawa and Laguna, and the highly anticipated new brands of Homm, Garrya, Folio, and two new Banyan Tree brand extensions - Escape and Veya.
Established in 2008, with the goal of advancing people development and management excellence, Banyan Tree Management Academy has nurtured over 10,000 associates across 23 countries. The Group is recognised for its commitment to environmental protection and community development through its Banyan Tree Global Foundation. Operating over 70 hotels in 17 countries, it has over 50 new properties in the pipeline.

Banyan Tree Dubai is a lively, island escape where stylish stays, incredible dining, warm hospitality, and recreation create lasting memories. Fronted by 500m of a pristine, private beach with uninterrupted views of the Arabian Gulf and backed by the iconic Ain Dubai. With the ambience of a sleek, relaxed, luxe island getaway, Banyan Tree Dubai boasts 3 chilled outdoor pools, fully-serviced beach, award-winning Banyan Tree Spa, a fitness center and 7 dining options.

Summary
Responsible for all Front Office functions during the assigned shift ensuring the smooth operation of all tasks and the effective supervision of all Front Office staff.

Responsibilities 

Administrative
•    Ensures that all Reception staff performs duties in accordance with hotel policy.
•    Ensures the efficient operation of all Front Office departments at night.
•    Participates in all staff and training meetings as directed by the Front Office Manager.
Operational
•    Conducts briefing with staff regarding VIP’s or group tour arrivals and special events and functions which will occur during the shifts.
•    Provides current information about hotel facilities, services and special events to Front Office staff as required.
•    Provides current information about tourist attraction, restaurants; entertainment facilities and current events in the local area to the Front Office staff as required.
•    Ensures hotel facilities and services are promoted to guests and visitors.
•    Handles guest requests and immediately assists with problems and complaints to create guest satisfaction.
•    Registers any guest or staff problems or complaints shift record for the attention of the Front Office Manager.
•    Ensures all credit adjustments and rebates are correctly accounted and recorded on a nightly basis.
•    Ensures all master folios are checked before the end of the shift.
•    Prepares necessary room vouchers and other information for following day’s business.
•    Ensures night audit streams are administered efficiently and correctly according to hotel procedure and policy.
•    Ensures rooms keys are checked and secured.
•    Checks safety deposit box keys and reports missing keys to Front Office Manager.
•    Maintain an awareness of hotel emergency procedures relating to fire, theft, accident, medical emergency and other threats to hotel and guest security.
•    Provides assistance to guest in all hotel emergency evacuation and medical procedures.
•    Ensures high standards of personal appearance and hygiene, correct uniform and badge as outlined in the staff handbook for all Front Office staff under supervision.
•    Reports any potential health or safety hazards promptly to the Front Office Manager.
•    Performs other duties as maybe requested by the Front Office Manager.
General
•    Ensures night audit streams are administered efficiently and correctly according to hotel procedure and policy.
•    Ensures rooms keys are checked and secured.
•    Checks safety deposit box keys and reports missing keys to Front Office Manager.
•    Maintain an awareness of hotel emergency procedures relating to fire, theft, accident, medical emergency and other threats to hotel and guest security.
•    Provides assistance to guest in all hotel emergency evacuation and medical procedures.
•    Ensures high standards of personal appearance and hygiene, correct uniform and badge as outlined in the staff handbook for all Front Office staff under supervision.
•    Reports any potential health or safety hazards promptly to the Front Office Manager.
•    Performs other duties as maybe requested by the Front Office Manager.
Performance Evaluation Criteria
•    Achievement of the goals and objectives of the Front Office department.
•    Quality and nature of guest comments and complaints.
•    Staff training and development.
•    Financial performance of the Front Office division.

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

• Bachelor's degree in hospitality management, business, or related field.
• Proven experience as a Duty Manager or in a similar role preferably in a luxury hospitality setting.
• Previous working experience in a truly global work environment is essential.
• Strong problem-solving abilities and a commitment to guest satisfaction.
• Excellent communication, interpersonal, and team leadership skills.
• Proficiency in hotel management software (Opera).
• Strong management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Adept at data analysis and using insights to drive decision-making.
• Flexibility to adapt to a dynamic and fast-paced environment.
• Must be a highly capable user of Microsoft office programs including Excel, Word, PowerPoint and Outlook.