Front Office - Protocol Manager - UAE National

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

As a Protocol Manager you are responsible for providing a ‘Management Presence’ in the hotel lobby to ensure that all arriving and departing guests’ receive a warm welcome and a grateful farewell whereby your role will include key responsibilities such as:

• Be aware of all daily lobby events, conferences & banquets, VIP’s for check-in/out, groups, VIP guests arriving for outlets.

• Meet arriving and departing VIP’s, welcome all guests either when checking in or using outlets as well as bidding farewell upon their departure.

• Actively seek out feedback from guests in the lobby and report the same to the Executive Office via appropriate reporting processes.

• Handle guest complaints in line with the hotel Service Recovery programme.

• Maintain an up to date knowledge of the Hotel and local services, supply information and respond to guest queries.

• Liaise closely with the Front Desk Manager, Guest Service Manager and Hotel Duty Manager to ensure that lobby presence is maintained and the overall operation is optimized.

• Entertain guests in the lobby as required.

• Maintain an awareness of guest profiles through the hotel PMS and update with relevant information.

• Assist with group arrivals and departures.

• Pay attention to overall Front Office operation, assist where necessary and notify the relevant Section Head and Department Head when identifying concerns, specifically with:

- Valet parking flow

- Lobby Hostess presence and active interaction with guests

- Luggage handling efficiency

- Check-In and Check-Out flow.

• Actively participate in all Front Office programmes such as Rotana Service Distinction and Arabian Cultural Connection.

• Promote the hotel services and assist taking room and restaurant reservations as well as upselling where available.

Education, Qualifications & Experiences

You must ideally have a degree in the hospitality field with previous experience in the Front Office Department within a hotel. You should also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively. Computer literate and knowledge of Opera will be highly regarded.

UAE National required for this role. Candidate should have a Emirati passport to be considered.

Knowledge & Competencies

The ideal candidate will be well versed with up selling and maximizing revenue techniques, always service oriented and with the passion to exceed the expectations of our guests at every turn. A positive, proactive, flexible and approachable attitude is a must. You will work well under pressure in a fast paced environment and be a great leader, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies:

Understanding Hotel Operations

Effective Communication

Planning for Business

Supervising People

Understanding Differences

Supervising Operations

Teamwork

Adaptability

Customer Focus

Drive for Results