Front Office Team Leader

Days Hotel by Wyndham Dubai Deira is now seeking a Front Office Team Leader to join our team in Dubai, United Arab Emirates

SUMMARY

The role holder will contribute to the performance of the hotel by assisting the Front Office Manager while providing attentive, courteous and effective service to all guests. He/She will supervise the front office team in all aspects of the department and ensures that service standards are met. To ensure that Reception shifts are run efficiently, smoothly and maintaining a calm professional environment at all times. Co-ordinate and ensure good communication is maintained throughout the hotel and create the right environment which our team members are Responsive, Respectful, Deliver Great Guest Experience & build Customer Service culture.

KEY RESPONSIBILITIES

• Ensure Wyndham Dubai Deira brand standards, policies and procedures are adhered to all times


• Consistently provides thoughtful, caring and sincere service to the guests.


• Obtains all necessary information when taking room reservations and follow up.


• Monitors all VIPs and special guest requests.


• Fully comprehends and operates all relevant aspects of the Front Desk computer system.


• Ensures logging and deliveries of all messages, packages and mail queries in a timely and professional manner.


• Is aware of all rates, packages and promotions.


• 
  Can complete and ensures that a proper bucket check and required daily reports are done (night shift).


• Establishes and maintains good communication and teamwork with associates and other departments within the hotel.


• To have a good knowledge of all the different types of rooms, hotel facilities, and hours of operation, restaurants, shops and function rooms. To be well informed about special functions and events held in the hotel daily.


• Assists the Front Office Manager / Duty Manager in ensuring that associates are following and maintain standards (e.g. answering phones, call backs to guest, guest request log).


• To comply and have knowledge of health and safety and assists in emergency procedures (emergencies such as fire, bomb threats) as required, coordinate with health and safety manager and security accordingly.


• Patrol in cooperation with security team member hotel grounds, guest corridors, outside and back of house area and take immediate action if anything unusual occurs.


• All emergencies, threats or health and safety concerns should be highlighted immediately to the Front Office Manager / Duty Manager/Security and Health and Safety Manager.


• Should be professional while dealing and must cooperate with Civil authorities and Government officials.


• Oversees and ensures that all guests are checked in/out in a friendly, efficient, and courteous manner.


• To actively participate on increasing of hotel revenue through upselling, walk-in and selling additional services

SKILLS & COMPETENCIES

• Knowledge of Front office services


• Business and basic accounting principles and practices

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• Organizational and leadership skills


• Work under pressure


• Attention to detail


• Customer service orientated skills


• Good communication skills both verbal and writing in English, any additional language is an added advantage

EXPERIENCE, CERTIFICATION & EDUCATION

• A minimum of two years as Front Office Team Leader in a branded hotel


• Diploma in hospitality management


• Computer literacy and knowledge of Opera


• Ideally experience working in GCC region


• Excellent communication skills in English is a must, any additional language is a plus