Director of Front Office

OVERVIEW/BASIC FUNCTION: To ensure the smooth and efficient running of all operational aspects of the Front Office and to ensure that the various departments are run according to the standards set for the brand in general and the hotel specifically. Responsible for overall operation of the front of the house, including Front Desk, CID, Bellman, Concierge, Guest Historian and Manor Lounge. RESPONSIBILITIES: • Manage, support and motivate the respective teams to deliver a legendary experience to guests • Initiate, implement and monitor processes and procedures to ensure consistently high standards • Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards of hotel. • Interact and communicate effectively with all internal guests, peers group & management team • Control and optimize the Rooms’ departmental profit maximizing revenue and minimizing costs • Assure that financial goals of the division and the hotel are being met. Monitors and controls labor expense, and other divisional expenses such as supplies and equipment. • Work closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue. • To actively participate in weekly yield and revenue management meetings, overseeing the appropriate pricing structures to maximize yield and overall profits • Assist in preparing business forecasts and Annual Budget for the departments. • Monitor productivity guidelines for all Front Office departments and Manor Lounge maximizing profits. • Maintains close relationships with retail tenants and concessions to ensure revenue and expense targets are met • Ensure up to date knowledge of areas through “hands on” involvement ; regularly assisting in undertaking duties to maintain high standards • Delegate operational responsibilities and allocate resources within the department to maximize efficiency; reviews work rosters and ensure manpower costs are in line with the budgetary requirements. • Review Rosewood Abu Dhabi quality standards on a regular basis and ensure they are maintained and delivered at all times • Communicate performance standards and expectations throughout the Department, in a way that drives and motivates internal guests to take action and accountability • Establish and maintains an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings and monthly dialogue sessions) • Responsible for the recruitment, in conjunctions with Human Resources, of internal guests • Identify training and development needs on an ongoing basis through hands on support and frequent interaction with internal guests • Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values. • Manage by walking around at appropriate times and leads by personal example in terms of guest interaction. • Manage customer feedback effectively, uses customer issues and compliments to activate long term improvements in products and services, sharing best practice across the organization • Establish and implement annual objectives for the Front of the House departments and Manor Lounge. • Work closely with Hotel Manager in supporting and achieving the hotel's goals and objectives. QUALIFICATIONS: • Experience: Minimum five years’ experience in a similar capacity for a luxury or ultra-luxury property. • Education: College degree or equivalent work experience. • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. • Technical Skills: Prior heavy exposure to Front Office and Guest Services • Language: Required to speak, read and write English, with fluency in other languages preferred.• Licenses & Certifications: None required.