Front Office Manager - Russian Speaker

Overview

This role supports the Front Office Manager by overseeing daily operations of front office functions, including supervision of Bell/Door Staff, Switchboard, and Guest Services/Front Desk teams. The focus is on ensuring smooth check-in/check-out processes, maintaining guest satisfaction, and achieving departmental financial targets.

Primary Responsibilities

• Manage daily front office operations to uphold service quality and meet customer expectations.
• Develop and execute priorities and plans to organize workload effectively.
• Resolve guest complaints, disputes, and conflicts through negotiation and problem-solving.
• Supervise staffing to meet service, operational, and financial goals.
• Maintain ongoing communication with employees to clarify business objectives, set expectations, acknowledge performance, and drive results.
• Understand and act to fulfill the department’s impact on overall property financial goals.

• Lead and influence the front desk team using strong interpersonal and communication skills, embodying honesty and integrity as a role model.
• Promote trust, respect, and cooperation within the team.
• Manage employees daily and be capable of performing their duties when absent.
• Foster open and collaborative relationships within the team.
• Oversee all front office areas in the absence of senior management.

• Provide superior customer service to maximize guest satisfaction and retention.
• Coach employees individually and offer constructive feedback to enhance service standards.
• Address guest issues effectively and demonstrate a positive guest relations example.
• Empower employees to deliver excellent service and monitor service behaviors.
• Gather guest feedback on product and service quality and incorporate improvements.

• Implement customer recognition and service programs, ensuring staff adherence.
• Train staff on credit policies to minimize bad debts and rebates.
• Manage same-day selling procedures to optimize room revenue and occupancy.
• Ensure compliance with policies, standards, and disciplinary procedures according to SOPs and local operating procedures.

• Support employee development through coaching, mentoring, and training.
• Encourage employee feedback and maintain an open-door policy to address concerns.
• Communicate employee satisfaction issues to managers and Human Resources.
• Assist in recruitment and orientation processes for new hires.
• Participate in employee disciplinary actions when necessary.

• Communicate effectively with supervisors and colleagues via multiple channels.
• Analyze information for problem-solving and informed decision-making.
• Keep relevant parties updated with timely information.
• Serve frontline duties at the front desk as needed and conduct shift operations.
• Participate in departmental meetings to communicate clear front desk goals.

Candidate Profile

• High school diploma or GED with minimum 2 years’ experience in guest services, front desk, or related area; OR
• Associate degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field with no required prior experience.

Additional Information

Position located at Dubai Parks & Resorts, Sheikh Zayed Road, Dubai, UAE. This is a full-time, onsite management role. The Autograph Collection is part of Marriott International, promoting diversity and equal opportunity in employment. The brand represents distinctive four and five-star hotels catering to travelers seeking unique, personalized experiences.