Assistant Front Office Manager - Incharge

Company Description

The Novotel 5 stars resort located directly on the red sea with a beach area of 646m ; 268 rooms including 4 suites and 80 family rooms; 5 outlets and Spa, offers a wonderful experience that can cater perfectly for all tastes

Job Description

• Utilize strong interpersonal and communication skills to lead, influence, and motivate team members with integrity and transparency

• Foster an inclusive, collaborative environment built on mutual trust, respect, and cooperation among all team members

• Serve as a role model, demonstrating professional behaviors and a customer-focused mindset

• Supervise, manage, and support employees through coaching, mentoring, and constructive feedback

• Establish clear performance expectations aligned with job descriptions and monitor progress consistently

• Recognize and celebrate team member contributions and successes publicly and privately

• Conduct regular department meetings to communicate goals, expectations, and operational updates Managing Front Office Operations and Goals

• Oversee all front office functions, including guest check-in/check-out procedures, reservations, and guest services

• Achieve and exceed departmental performance goals, budget targets, and guest satisfaction metrics

• Develop and implement specific action plans to prioritize work and accomplish operational objectives

• Maintain focus on critical operational components that drive guest satisfaction and financial results

• Review staffing levels regularly to ensure adequate coverage while meeting operational and financial objectives

• Analyze front office operations and their impact on overall property performance and revenue goals

• Ensure quality standards and guest service expectations are consistently met on a daily basis Ensuring Exceptional Customer Service

• Provide services that exceed guest expectations, fostering satisfaction and loyalty

• Display leadership in guest hospitality and exemplify excellent customer service in all interactions

• Respond promptly and professionally to guest concerns, complaints, and special requests

• Create a positive, welcoming atmosphere conducive to an outstanding guest experience

• Observe employee service behaviors and provide constructive feedback to improve service delivery

• Communicate guest needs and feedback to relevant departments to enhance overall property operations Managing Policies, Procedures, and Compliance

• Ensure strict compliance with all front office policies, standards, and standard operating procedures (SOPs)

• Administer property policies fairly and consistently across all team members

• Follow disciplinary procedures and documentation requirements in accordance with established protocols

• Maintain transparency in all operational and personnel decisions Talent Development and Culture

• Identify developmental needs of team members and provide coaching, mentoring, and support for skill improvement

• Solicit employee feedback through an open-door policy and address concerns with empathy and professionalism

• Interview and hire qualified managers and team members in a timely manner to meet operational needs

• Ensure fair and equitable treatment of all employees

• Foster an inclusive workplace culture that values diversity and collaboration Additional Responsibilities

• Communicate relevant information to supervisors, colleagues, and team members via phone, email, or in person

• Analyze operational challenges and facilitate the development of solutions to prevent future issues

• Prepare reports and provide updates on front office performance, metrics, and initiatives

• Complete additional tasks as assigned by senior management

Qualifications

• Minimum Required Qualifications:

• Bachelor's Degree in hospitality management, business administration, or a related field, OR equivalent professional work experience

• Minimum 2 years of management experience in a hotel or hospitality setting

• Minimum 2 years of experience in guest services, front desk operations, or equivalent customer-facing role

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)

• Proficiency in hotel property management systems (PMS) and related software

• Excellent written and verbal communication skills in English

• Strong leadership, organizational, and interpersonal skills

• Demonstrated ability to work accurately and independently while managing multiple priorities

• Ability to effectively interact with diverse internal and external customers and employees with patience, tact, empathy, and diplomacy

• Strong problem-solving and analytical abilities

• Professionalism, sound judgment, and excellent decision-making skills

• Ability to maintain composure and resilience under pressure

• Flexibility to work varied shifts, including evenings, weekends, and holidays as required

• Preferred Qualifications:

• Experience working in a unionized hospitality environment

• Knowledge of customer relationship management (CRM) systems

• Experience with revenue management and budget analysis

• Certification in hospitality management or hotel operations

• Multilingual capabilities, particularly regional Indian languages

• Prior experience managing front office teams in a multi-property organization