Front Office - Operational Support Manager

We are currently seeking passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service to our guests.

As Director of Operational Support / Operational Support Manager you are responsible for ensuring the seamless communication and operational performance affecting Guest Service and hotel operations as well as ensuring that all programs are in place to maximize Hotel revenue. The role involves monitoring, controlling and training colleagues from the operational departments with regards to the guest stay experience and will include key responsibilities such as:

•Support Front Office, Reservations and Housekeeping in terms of training, setting procedures and ad hoc trouble shooting
•Coordinating day to day operations with all departments in regards to guest arrivals, in-house guests and departures
•Ensure training programmes on guest related systems and incremental revenue are provided
•Monitor and respond to guest reviews and feedback
•Review Rotana Guest Satisfaction survey results, and other social review data to identify areas of improvement in relation to service, products and promotions. Review findings with reporting Department Heads and ensures appropriate corrective action is taken
•Participate in decisions involving occupancy goals, marketing strategies and development of rates
•Comply with the hotel environmental, health and safety policies and procedures

Education, Qualifications & Experiences

Ideally, you have a college / university degree with a minimum of two years experiences in a similar role and a solid background in Front Office or Reservations. You require to have an excellent command in English, spoken and written. Further, you should be a computer literate with working knowledge of hotel property management systems such as Opera and understand sales systems such as Micros.

Knowledge & Competencies

The ideal candidate will be a hands-on professional with excellent customer relations, problem solving and time management skills. You will be result oriented, proactive, an innovative thinker with the ability to lead, motivate and improvise in all situations and you should possess following competencies:

Adaptability
Customer Focus
Drive for Results
Influencing Outcomes
Leading People
Managing Operations
Planning for Business
Team Building
Understanding the Business
Valuing Diversity