- Manage all aspects of the front office areas focusing on guest satisfaction by ensuring guest issues are addressed and followed up timely and efficiently. - Ability to develop and maintain a team environment, placing an emphasis on associate satisfaction, and delivering prompt and courteous service as well as promote teamwork and quality service through daily communication and coordination with other departments. - Training and staff development including brand standards, service standards, systems, security, and cash handling procedures. - Monitor performance and recommend corrective or disciplinary action. Must manage the day-to-day activities of the Front Desk staff. May serve as “manager on duty” as required. - Perform other duties as assigned including assisting staff with their job functions during peak periods. - Assisting in overseeing the cash control for agents, staffing and guest service. Provide timely and professional check-in/check-out. Promote hotel services and facilities; provide guests with information such as local attractions and directions to increase guest satisfaction. - Maintain a commitment to consistently provide friendly service, and consistently providing the highest quality product and value to every customer on every occasion. - Schedule employees to ensure proper coverage and ensure all guest issues are handled and appropriately followed up on quickly and efficiently. - Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. - Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores. - Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. - Participate in the preparation of the annual departmental operating budget and financial plans, which support the overall objectives of the hotel

- Manage all aspects of the front office areas focusing on guest satisfaction by ensuring guest issues are addressed and followed up timely and efficiently. - Ability to develop and maintain a team environment, placing an emphasis on associate satisfaction, and delivering prompt and courteous service as well as promote teamwork and quality service through daily communication and coordination with other departments. - Training and staff development including brand standards, service standards, systems, security, and cash handling procedures. - Monitor performance and recommend corrective or disciplinary action. Must manage the day-to-day activities of the Front Desk staff. May serve as “manager on duty” as required. - Perform other duties as assigned including assisting staff with their job functions during peak periods. - Assisting in overseeing the cash control for agents, staffing and guest service. Provide timely and professional check-in/check-out. Promote hotel services and facilities; provide guests with information such as local attractions and directions to increase guest satisfaction. - Maintain a commitment to consistently provide friendly service, and consistently providing the highest quality product and value to every customer on every occasion. - Schedule employees to ensure proper coverage and ensure all guest issues are handled and appropriately followed up on quickly and efficiently. - Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. - Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores. - Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. - Participate in the preparation of the annual departmental operating budget and financial plans, which support the overall objectives of the hotel

546 rooms / East Cresent Road, Palm Jumeirah Island, Dubai, UAE. Managed Front Office Department over than 100 persons, inclusive Guest Relatons, Concierge, Vallet Parking, Bell Team, Front Office, PBX staff. Located on the iconic Palm Jumeirah, Sofitel Dubai The Palm Resort & Spa is a Polynesian island feel resort. It features a spacious lobby with a green wall filled with 170 types of plants from France, free WiFi and 16 dining and entertainment outlets. It also offers a private beach, 3 pools and Amura kid’s club.

- Ensure Outstanding customer care at all times. - Maintains a friendly, cheerful and courteous demeanour at all times. - Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. - Uses suggestive selling techniques to sell room nights, increase occupancy and revenue. - Supervise daily shift process ensuring all team members adhere to standard operating procedures. - Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. - Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. - Adhere to company credit limit / floor limit policies. - Allocate rooms to expected arrivals after checking the guests preferences and special requests. - Build strong relationships and liaise with all other department's especially housekeeping, reservations etc. - Operates the PBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests. - Cross Check all billing instructions are correctly updated - Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. - Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. - Performs other duties as assigned, requested or deemed necessary by management. - Ensure Front office log book and hotel log book is always updated and actioned upon. - Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD. - Participate in hotel committees and task force assignments. - Assist all departments in servicing the guests during high volume periods. - Takes responsibility in the absence of the Duty Manager / Front office manager

Pre-Employment Stage

- Be fully aware of the General Booking Situation for the Current and the Future Dates, especially During Heavily Booked periods. - Be thoroughly Knowledgeable of all Policies and Procedures and systems used in each sector of the Front Office Sectors, to be able to give a decisive supervision to the staff when needed. - Ensure that the various reports required for the Day to Day Operation are completed accurately, and distributed to the Concerned Departments. - Supervise the actioning of the two daily Housekeeping Report, and to report to the Front Office Manager in case of any Sleepers or Escapers. - Participate in the Requested Monthly Statistics and Reports. - Select and Block the Rooms For the VIP's and Regular Guests, and coordinating with the Housekeeping Department for the for the proper preparation for these Rooms. - Inspect the VIP's Arrival's Rooms Before arrival Time, and to Make sure that every thing is ready , by checking Fruit basket , amenities, Mini bar …..etc. - Personally Great the VIP guests in the absence of the Front Office Manager , or when he delegate , and escort them to the Rooms. - Ensure that Credit Extended to Guests is strictly Controlled and that the Mode of Payment is clearly understood within the limits of the Hotel Credit Policy. - Constantly review the Expected arrivals for the day to identify possible no show in order to maximize room utilization. - Review all the Night Reports Each Morning before Distribution to ensure it is accurate. - Review the No Show's from the previous day to ensure that the Billing or the action taken is appropriate. - Prepare the Weekly Front Office Staff Roster with the Working Hours , as well as preparing in advance the Vacation Plan for the Department and submitting it to the Front Office Manager. - Extend His Scope of Supervision beyond the Front Desk when there is no Duty Manager available.

- Ensure Outstanding customer care at all times. - Maintains a friendly, cheerful and courteous demeanour at all times. - Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. - Uses suggestive selling techniques to sell room nights, increase occupancy and revenue. - Supervise daily shift process ensuring all team members adhere to standard operating procedures. - Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. - Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. - Adhere to company credit limit / floor limit policies. - Allocate rooms to expected arrivals after checking the guests preferences and special requests. - Build strong relationships and liaise with all other department's especially housekeeping, reservations etc. - Operates the PBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests. - Cross Check all billing instructions are correctly updated - Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. - Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. - Performs other duties as assigned, requested or deemed necessary by management. - Ensure Front office log book and hotel log book is always updated and actioned upon. - Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD. - Participate in hotel committees and task force assignments. - Assist all departments in servicing the guests during high volume periods. - Takes responsibility in the absence of the Duty Manager / Front office manager

Be fully aware of the General Booking Situation for the Current and the Future Dates in 3 hotel units, especially During Heavily Booked periods. - Be thoroughly Knowledgeable of all Policies and Procedures and systems used in each sector of the Front Office Sectors, to be able to give a decisive supervision to the staff when needed. - Ensure that the various reports required for the Day to Day Operation are completed accurately, and distributed to the Concerned Departments. - Supervise the actioning of the two daily Housekeeping Report, and to report to the Front Office Manager in case of any Sleepers or Escapers. - Participate in the Requested Monthly Statistics and Reports. - Select and Block the Rooms For the VIP's and Regular Guests, and coordinating with the Housekeeping Department for the for the proper preparation for these Rooms. - Inspect the VIP's Arrival's Rooms Before arrival Time, and to Make sure that every thing is ready , by checking Fruit basket , amenities, Mini bar …..etc. - Personally Great the VIP guests in the absence of the Front Office Manager , or when he delegate , and escort them to the Rooms. - Ensure that Credit Extended to Guests is strictly Controlled and that the Mode of Payment is clearly understood within the limits of the Hotel Credit Policy. - Constantly review the Expected arrivals for the day to identify possible no show in order to maximize room utilization. - Review all the Night Reports Each Morning before Distribution to ensure it is accurate. - Review the No Show's from the previous day to ensure that the Billing or the action taken is appropriate. - Prepare the Weekly Front Office Staff Roster with the Working Hours , as well as preparing in advance the Vacation Plan for the Department and submitting it to the Front Office Manager. - Extend His Scope of Supervision beyond the Front Desk when there is no Duty Manager available.

- Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed. - Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety. - Conduct Breifing for all staff during Night Shift. - Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. - Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. - Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments. - Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guests cars and other responsibilities to ensure all requirements are met during our guests stay. - Must actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start. - Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counseling and evaluations and delivering recognition and also reward. - Ensure the accurate completion of the daily night audit in a timely fashion. - Oversee preparation of daily summary reports. - Be aware and able to enforce all fire-life-safety procedures. - Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.

- Ensure Outstanding customer care at all times. - Maintains a friendly, cheerful and courteous demeanour at all times. - Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. - Uses suggestive selling techniques to sell room nights, increase occupancy and revenue. - Supervise daily shift process ensuring all team members adhere to standard operating procedures. - Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. - Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. - Adhere to company credit limit / floor limit policies. - Allocate rooms to expected arrivals after checking the guests preferences and special requests. - Build strong relationships and liaise with all other department's especially housekeeping, reservations etc. - Operates the PBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests. - Cross Check all billing instructions are correctly updated - Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. - Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. - Performs other duties as assigned, requested or deemed necessary by management. - Ensure Front office log book and hotel log book is always updated and actioned upon. - Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD. - Participate in hotel committees and task force assignments. - Assist all departments in servicing the guests during high volume periods. - Takes responsibility in the absence of the Duty Manager / Front office manager

- Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records. - Posts guest charge purchase transactions not posted by the front office cashier. - Transfer charges and deposits to master accounts. - Verifies all account postings and balances. - Monitors the current status of coupon, discount, and other promotional programs. - Tracks room revenues, occupancy percentages, and other front office statistics. - Prepares a summary of cash, check, and credit card activities. - Summarizes results of operations for management. - Prepare of End of day procedure. - Run end of day process in property management software (PMS). - Understand principles of auditing, balancing, and closing out accounts. - Knows how to operate PMS, typewriters, and other front office equipments. - Understand and knows how to perform check-in and check-out procedures.