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Front Office Manager

SLS Dubai | Marasi Dr, Business Bay, Dubai, UAE

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Company Description

SLS Dubai Hotel and Residences is a luxury lifestyle 5-star city hotel which belongs to Ennismore under the wider Accor group umbrella.

Boasting 946 units, with 254 uniquely designed hotel rooms, 321 hotel apartments and 371 Branded Residences, spread over 75 floors, SLS Dubai is one of the tallest hotels and residences in the region.

A wondrous and striking landmark in Downtown District, designed by the award- winning architects Aedas and interior designer Paul Bishop, the SLS Dubai is a unique cabinet of curiosities that never ceases to delight

Job Description

  • Manage the front office staff, including receptionists, and other administrative personnel.
  • Provide guidance, training, and support to front office employees.
  • Delegate tasks and responsibilities effectively to ensure smooth operations.
  • Ensure high standards of customer service are maintained at all times.
  • Handle guest inquiries, complaints, and special requests in a professional and timely manner.
  • Monitor guest satisfaction and take proactive measures to address any issues.
  • Oversee the check-in and check-out process, ensuring accuracy and efficiency.
  • Manage reservations and room assignments, optimizing occupancy and revenue.
  • Maintain records and documentation related to guest stays, payments, and preferences.
  • Assist in budgeting and financial planning for the front office department.
  • Monitor expenses and revenues, identifying opportunities for cost savings or revenue generation.
  • Prepare reports and analysis to track performance and inform decision-making.
  • Implement security protocols and procedures to ensure the safety of guests and staff.
  • Coordinate with other departments to address safety concerns and emergency situations.
  • Serve as a liaison between guests and other hotel departments, facilitating smooth communication and collaboration.
  • Communicate effectively with management, providing updates on front office operations and performance.
  • Utilize and maintain front office systems and software for reservations, check-ins, and other processes.
  • Stay updated on industry trends and best practices related to front office technology.
  • Quality Assurance:
  • Conduct regular inspections of front office areas to ensure cleanliness, organization, and compliance with standards.
  • Implement quality improvement initiatives to enhance guest experience and operational efficiency.

Qualifications

  • College Degree or equivalent in Business, Hospitality, or related field preferred
  • One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
  • Excellent interpersonal and communication skills to interact effectively with guests, staff, and management.
  • Ability to handle guest inquiries, complaints, and requests with professionalism and empathy.
  • Strong leadership skills to motivate and manage a diverse team of front office staff.
  • Ability to delegate tasks, provide guidance, and foster a positive work environment.
  • Effective organizational abilities to manage multiple tasks and priorities in a fast-paced environment.
  • Attention to detail to ensure accuracy in check-in/check-out procedures, reservations, and financial transactions.
* these questions are a must