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Job Title: Front Desk Manager

**Job Number** 19180087 **Job Category** Rooms and Guest Services Operations **Location** Cairo Marriott Hotel & Omar Khayyam Casino, Saraya El Gezira Street, Cairo, Egypt, Egypt VIEW ON MAP **Brand** Marriott Hotels Resorts /JW Marriott **Schedule** Full-time **Relocation?** No **Position Type** Management **Start Your Journey With Us** Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

- **Marriott Hotels** , Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly.

- As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details.

- With your skills and imagination, together we will innovate and reinvent the future of travel.

- **JW Marriott** is part of Marriott International\'s luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world.

- JW believes our associates come first.

- Because if you’re happy, our guests will be happy.

- It’s as simple as that.

- Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers.

- JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment.

- Treating guests exceptionally starts with the way we take care of our associates.

- That’s The JW Treatment™.

- **JOB SUMMARY** Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis.

- Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.

- 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.

- _Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

- Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local [removed]
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