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Job Number 19090873
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton| Dubai International Financial Centre|
International Financial District| Dubai| United Arab Emirates| United Arab
Emirates
Brand The Ritz-Carlton
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
At more than 80 award-winning properties worldwide| The Ritz-Carlton Ladies
and Gentlemen create experiences so exceptional that long after a guest stays
with us| the experience stays with them. As the premier worldwide provider of
luxury experiences| we set the standard for rare and special luxury service
the world over. We invite you to explore The Ritz-Carlton.
JOB SUMMARY
Leads the front office daily operations by administering front office
functions and supervising staff on a daily basis. Front office areas include
Bell/Door Staff| Switchboard and Guest Services/Front Desk| Club Lounge and
Guest Relations. Position directs and works with managers and employees to
carry out procedures ensuring an efficient check in and check out process.
Ensures guest and employee satisfaction and maximizes the financial
performance of the department.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 2 years experience in the guest services| front
desk| or related professional area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant
Management| Hospitality| Business Administration| or related major; no work
experience required.
CORE WORK ACTIVITIES
Maintaining Guest Services and Front Desk Goals
• Manages day-to-day operations| ensuring the quality| standards and meeting
the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize| organize| and accomplish
your work.
• Handles complaints| settling disputes| and resolving grievances and
conflicts| or otherwise negotiating with others.
• Supervises staffing levels to ensure that guest service| operational needs
and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to
create awareness of business objectives and communicate expectations|
recognizes performance| and produces desired results.
• Understands the impact of department’s operations on the overall property
financial goals and objectives and manages to achieve or exceed goals.
Supporting Management of Front Desk Team
• Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust| respect| and cooperation among team
members.
• Serving as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees|
absence.
• Establishes and maintains open| collaborative relationships with employees
and ensures employees do the same within the team.
• Supervises all areas of the Front Office in the absence of the Front Office
or Assistant Front Office Manager.
Ensuring Exceptional Customer Service
• Provides services that are above and beyond for customer satisfaction and
retention.
• Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback| and individual coaching when
needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to
individuals.
• Interacts with customers to obtain feedback on quality of product| service
levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service
levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses
on continuous improvement.
Managing Projects and Policies
• Implements the customer recognition/service program| communicating and
ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures to
reduce bad debts and rebates.
• Supervises same day selling procedures to maximize room revenue and control
property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all
policies| standards and procedures.
• Ensures property policies are administered fairly and consistently|
disciplinary procedures and documentation are completed according to Standard
and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review
Process.
Supporting Human Resource Activities
• Supports the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback| utilizes an “open door” policy and reviews
employee satisfaction results to identify and address employee problems or
concerns.
• Brings issues concerning employee satisfaction to the attention of the
department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members
with the appropriate skills.
• Supports a departmental orientation program for employees to receive the
appropriate new hire training to successfully perform their job.
• Participates in employee progressive discipline procedures.
Additional Responsibilities
• Provides information to supervisors| co-workers| and subordinates by
telephone| in written form| e-mail| or in person.
• Analyzes information and evaluating results to choose the best solution and
solve problems.
• Informs and/or updates the executives| the peers and the subordinates on
relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and continually communicates a clear
and consistent message regarding the Front Desk goals to produce desired
results.
_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._
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