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Job Number 19001FOG
Job Category Rooms and Guest Services Operations
Location The St. Regis Abu Dhabi, Nation Tower, Abu Dhabi, United Arab Emirates, United Arab Emirates VIEW ON MAP
Brand St. Regis Hotels & Resorts
Position Type Non-Management/Hourly
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Duty Manager to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.
u To be an ambassador of the Front Office and the hotel, in and outside the work place
u To provide a personal service to all the guests, fully aware and following the hotel standards and procedure
u To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
u To personally greet and escort the guests rather than pointing out directions
u To ensure that the privacy of the guests and the confidentiality of the information is respected
u To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility
u To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it
u To ensure a proper use of the telephone etiquette as per St. Regis standards
u Prepare documentation for daily business
u Supervises all Front Office Service by making sure that these services are available and carried out with the utmost efficiency.
u Ensure prompt, efficient and courteous reception of guests
u Record and administer arrivals and departures
u Assist in training new staff members, coach them and monitor their performance
u Ensure the desk is covered at all times, allocating meal breaks sensibly
u Full awareness of current daily status of Hotel
u Ensure smooth hand over to next shift
u Thoroughly conversant with all room types, décor and outlook
u To handle any complaint with tact and diplomacy at all times.
u Communication and recording of complaints
u Be aware of daily functions, events, VIP and group arrivals
u To inspect pre-assigned rooms for VIP guests, ensuring that all room set-ups and amenities are prepared according to standard.
u To investigate all guest and staff accidents and report the circumstances to management.
u To patrol in the hotel to ensure everything is in good order and condition.
u To observe& enforce the overall conduct and appearance of the staff.
u To co-ordinate with Security in investigation guest’s lost property.
u To be fully aware of the hotel’s emergency procedures with regard to safety of guests and staff.
u Evaluates Front Office operation and procedures and suggests improvements to FOM.
u Assigns duties and responsibilities to subordinates, assisting FO/CON staff.
u Ensures all VIP and SPG rooms are blocked and inspected.
u Liaises with Credit Department for outstanding bills of departing guests.
u Ensures that all personnel are well groomed at all times.
u Ensures a smooth traffic flow and daily operation.