Front Office Manager

2 months ago

القاهرة, Egypt Hilton Full time

Front Office Manager - Waldorf Astoria Heliopolis

Waldorf Astoria has continued to pioneer exceptional experiences that redefine the art of hospitality; Join our team and be part of a legacy where we shape the future of luxury hospitality.

It's not just a job vacancy, we will help you elevate your career by offering a variety of learning & development programs, career growth & thousands of opportunities all around the world. Take the next step and be the star of your own success story

**What we offer**:
Thriving work environment.

Team members' special rates for Hilton hotels worldwide.

Thousand opportunities for career growth and development.

Comprehensive learning & development programs that fits all fields.

Opportunity to give back to the community and have a bigger social impact through Social Responsibility Hilton programs.

Competitive compensation and benefits.

Life insurance.

Medical insurance.

**What will I be doing?**

The Front Office Manager oversees all front office functions and team members. Areas of responsibility include Front Desk, Personal Assistance, Personal Concierge, Lobby Ambassador, Bell Service, Concierge, and Door operations. As a department head, directs and works with managers and team members to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the department’s financial performance. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

- Provides services above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals in understanding 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.
- Strives to improve service performance.
- Empowers team members to provide excellent customer service.
- Ensures that all Front Office areas have an atmosphere conducive to the overall guest experience.
- Review Medallia, guest satisfaction results and other data to identify areas of improvement.
- Responds to and handle guest problems and complaints.
- Observes service behaviors of team members and provide feedback to individuals and managers.
- Manages and develops relationships with key internal and external stakeholders.
- 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.
- Establishes challenging, realistic and obtainable goals to guide operation and performance.
- Solicits team members’ feedback, utilizes an “open door” policy and reviews team members’ satisfaction results to identify and address team members’ problems or concerns.
- Interviews and hires managers and hourly team members with the appropriate skills and promptly meets the business needs of the operation.
- Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity in line with Hilton values; leads by example.
- Supervises and manages team members. Manages all day-to-day operations. Understands team member’s positions well enough to perform duties in team members' absence.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Ensures compliance with all Front Office policies, standards and procedures.
- Performs any other tasks assigned by the Director of Operations.

**What are we looking for?**

Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

- Previous experience in a similar role preferably in a luxury hotel setup.
- Ability to provide exceptional level of Guest service
- High level of IT proficiency
- High level of commercial awareness and sales capabilities
- Experience of managing people and developing people
- Previous experience of managing a department and Profit and Loss account
- Excellent leadership, interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Ability to work on your own and as part of a team

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

- Previous experience in a luxury hotel setup
- Familiar with

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