Director of Front Office for Conrad Dubai

A Director of Front Office for Conrad Dubai is responsible for overseeing and managing the daily operations of the Front Office department, ensuring the guests have a pleasant and seamless experience during their stay by providing exceptional customer service and managing the activities of the Front Office team. 

What will you be doing?

As Director of Front Office is responsible for managing the day-to-day operations of the Front Office department, which includes overseeing the Front Desk, Concierge, Guest Relations, Executive Lounge and Conrad Services. The Director of Front Office is also responsible for ensuring the training and development of the team members, and monitoring performance to ensure that standards are being met in addition to ensuring below tasks are met at the highest standards:

• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves 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.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.
• Engage entire team to perform with Forbes Luxury mindset
•  Achieves and exceeds goals including performance goals, budget goals, team goals as set by the hotel management
•  Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results
•  Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
•   Ensures compliance with all Front Office policies, standards and procedures.
•  Work on innovative ideas and explores new tools to enhance guest experience.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations
• Reviews Medallia, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Supports department’s Quality champion and works together with Quality Manager to resolve guest issues, get to the core problem and provide preventive solutions
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Ensures employees are treated fairly and equitably
• Ensures that the Hotel Lobby, driveway, public areas and Executive Lounge are in pristine order.
• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence
• Performs any other tasks assigned by Director of Operations.