Team Leader - Front Office - Jumeirah Zabeel Saray - -Dubai
Dubai -About Jumeirah and the Hotel: At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and provide equal opportunities, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East. Jumeirah Zabeel Saray is a luxurious beachside resort located on the west crescent of the iconic Palm Jumeirah in Dubai -. The interior of the resort is inspired by the ancient palaces of Turkey and features hand-painted finishings, Turkish artworks and stunning murals inspired by the Golden Age of the Ottoman Empire. The resort offers 405 rooms and suites, 38 Royal Residences and the award-winning Talise Ottoman Spa, one of the largest and most luxurious spas in the Middle East. The resort offers Sinbad’s Kids Club complete with splash park, nightlife destination MusicHall and a collection of eight diverse restaurants which offer a vibrant selection of culinary experiences. The resort also offers motorised and non-motorised water sports, complete with private jetty offering shuttle boat transfers to and from the main-land of Dubai -. An opportunity has arisen for a Team Leader to join Front Office Team in Jumeirah Zabeel Saray. The main duties and responsibilities of this role: Set an example for all Guest Service Executives with regards to punctuality, grooming, courtesy, attitude, team work, guest relations and following of policies & procedures. Assist Guest Services Executives in their daily work and to deal with any problems or guest complaints in a professional and efficient manner. Function as a liaison between Guest Services Executives and the Ass. Guest Service Manager, offering feedback and communicating both ways. Monitor performance of Guest Service Executives and provide feedback & coaching to ensure they are maintaining defined Front Desk standards. Maintains the privacy of all guests by ensuring that no details of the guest are disclosed to anybody Print the Trace Report, action all traces and file the completed report at the end of the day. Action the Room Discrepancy Report in close communication with Housekeeping. Check all updated registration cards ensuring that the information is complete, all necessary documents attached and sufficient payment guarantee has been taken. Maintain the departmental stationary supplies and re-order as necessary. Ensure that all Guest Service Executives report to duty on time and are well groomed. Block any rooms with special requests the evening prior to the arrival date and all remaining rooms early in the morning. Communicate closely with Housekeeping at all times about room allocation changes, pending departures, room moves and waiting guests. Communicate closely with Guest Relation about VIP room allocation changes. Communicate closely with Accounts about billing and cashiering issues. Prepare registration cards, welcome booklets and keys for group arrivals and organize the smooth check-in. Carry out the online safe and print back-up reports on a timely basis. Follow up on any outstanding departures and to ensure that late check-outs are charged according to policy. Prepare and carry out shift handover and to ensure that the desk is left tidy and that all work has been completed. Schedule the meal breaks for all Guest Service Executives ensuring adequate manning at reception at all times. Coordinate Room Moves and communicate them to all necessary departments. Handle any pending bills (Pay-Masters) and follow up as necessary. Conducts spot checks on Guest Services Float on weekly basis and reports any discrepancies to Guest Services Manager. Ensure that the Resort’s credit policy is being followed at all times and that the Credit Check Report is carried out. Be aware of the departmental budget and assist in maximizing room revenue and controlling departmental expenses. Supervise the auditing process making sure that all details are balanced. Ensure that all Guest Services Executives have sufficient cash and change in their float. Handle late charge letters in a responsible manner ensuring that the guest’s signature is on the applicable bill and that a receipt and letter is forwarded to the guest. Maximize sales and profit by providing excellent value and service and utilizing suggestive and up-selling techniques. Ensure that care is taken in the handling of all operating equipment so as to minimize breakage/damage. Ensure all bills are checked for accuracy prior to presentation. Adhere to all JI cashiering and cash handling procedures at all times. Demonstrate knowledge of individual contribution to department objectives. Suggest to manager or departmental trainer any training needed to enhance performance. Identify training needs, carry out training and document it appropriately. Be aware of the Resort’s fire and emergency procedure. Comply with the Resort’s health, safety and hygiene policy and maintain grooming standards. Act as a sales person of all Jumeirah International properties and products. Perform any related duties and special projects as requested by the Manager. Adhere to Jumeirah International’s Guiding Principles and Hallmarks Carry out appraisals and Bi-Monthly Feedback Sessions for Guest Service Executives as along with Asst. GSM / GSM. Proactively provide feedback & suggestions to the Front Office Manager to improve processes and guest satisfaction. To coordinate the introduction and training of new employees To assist the Reception staff in their duties as required To introduce guests to the hotel’s Sirius Programme To ensure that all reception staff are well aware / trained about their Manual and procedures Supervise the cross training of staff from other departments About the Benefits: This position offers a highly competitive salary and package which includes; your fully-furnished, shared-room accommodation, free transportation to and from your place of work if company accommodation provided, laundry services, meals during working hours, upon completion of each 24 months’ service flight allowance, medical coverage, life and accident insurance, retail and leisure discounts, 50% discount off Jumeirah F&B Outlets and reduced hotel rates. About You: The ideal candidate for this position will have the following experience and qualifications: Diploma or Degree equivalent Hotel related education Completed Secondary School Education Well versed spoken and written English Minimum 2 years experience in a 5 star Hotel Some Computer Knowledge, i.e. well versed with windows, internet explorer and word, either POS or PMS system Knowledge of Opera Training experience About the Benefits: This position offers a highly competitive salary and package which includes: fully furnished shared accommodation/live out allowance, free transport to and from your place of work, uniform, laundry services, meals during working hours, flight allowance every 2 years, medical coverage, life and accident insurance, retail and leisure discounts, 50% discount off Jumeirah F&B Outlets and reduced hotel rates.
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