Front Office Leader Sales - KAY Hospitality

Experience in high end hotels is required
Arabic and English required

Location: Ras Al Khaimah

Position Type: Fulltime

About Us:
KAY Hospitality is one of the chains companies striving robust investment power and YOY growth. Seeking for similar characters in its team to grow and improve together we believe it takes a perfect team to build a perfect company together we grow. We foster long term employee growth especially those with outcome.

Job Description:

We are seeking a highly experienced and visionary high level position in the front office department to lead and elevate our front office operations. The ideal candidate will possess extensive expertise in managing the entire front office department demonstrate strong leadership skills and have a proven track record in implementing effective sales strategies to drive revenue growth such as with tracel agents OTAs and similar activities. This role requires a dynamic individual with a keen eye for identifying operational improvements creating and maintaining SOPs and enhancing the overall guest experience.

Key Responsibilities:

Team Leadership:

• Lead and inspire the front office team fostering a positive and highperformance work environment.
• Oversee all aspects of team management including recruitment training and performance evaluations.
• Sales Management:
• Develop and implement strategic sales initiatives to maximize revenue opportunities. Such as OTAs management sales routines travel agencies collaborations and similar activities with documentation.

• constant creations of packages and promotions that enhance overall sales performance.

Operational Excellence and SOP Development:

• Ensure seamless daytoday operations of the front office including checkin/checkout procedures reservations and guest services.
• Identify operational loopholes create new SOPs and constantly improve processes to enhance efficiency.Revenue Optimization:

• Analyze market trends and competitor strategies to identify revenue growth opportunities.
• Manage and optimize other sources of revenue including Online Travel Agencies
• (OTA) activities and travel agents.

Guest Satisfaction:

• Uphold and enhance our commitment to exceptional customer service.
• Address guest concerns promptly and implement solutions to ensure ongoing guest satisfaction.
• Uphold and enhance our commitment to exceptional customer service.
• Address guest concerns promptly and implement solutions to ensure guest satisfaction.
• Foster effective communication and collaboration with other departments to ensure a seamless guest experience.

Continuous Improvement:

• Implement a culture of continuous improvement regularly identifying areas for enhancement in operations guest experience and revenue generation.
• Conduct regular reviews and audits to maintain and improve departmental performance.

Qualifications:

• Bachelors degree in Hospitality Management or a related field.
• Proven experience as a Front Office Team Leader or in a similar leadership role.
• Demonstrated success in implementing sales strategies that significantly increased revenue.
• Strong understanding of front office operations customer service principles and sales techniques.
• Excellent leadership communication and interpersonal skills.
• Valid UAE driving license and car.

Specific Requirements and Skills

Knowledge of office management and basic bookkeeping

Proficient in English and arabic (oral and written)

Excellent knowledge of MS Office (especially Excel and Word) and Opera/ pms systems

Strong communication and people skills

Good organizational and multitasking abilities

Problemsolving skills

Customer service orientation

• Resultsdriven with a focus on exceeding revenue targets.
• Exceptional team management and motivational skills.
• Analytical mindset with the ability to identify and capitalize on market opportunities.
• Adaptable and able to thrive in a fastpaced dynamic environment.
• Proficiency in managing OTA relationships and other revenue sources.

SPECIFIC DUTIES & RESPONSIBILITIES:

• Lead all functions within the Front Office to achieve guest satisfaction and optimal room revenue.
• Ensure sufficient manpower is allocated in accordance with business forecasts to support an efficient operation adjusting staffing levels when necessary to meet variances.
• Sets the annual budgets for the entire Front Office department.
• Set the annual departmental performance plan including milestones and subtasks and ensure upon approval that all Front Office employees are fully aware of the goals outlined in the plan and work towards achieving these targets.
• Manage Front Office staff to utilize yield management occupancy and average room rate to maximize room revenue.
• Is fully knowledgeable of the Property Management system (PMS) including all operational and reporting functions.
• Monitor the arrival list to ensure return guests VIP and other special groups.
• Ensures all Front Office departments are well informed of the daily events key figures and revenue opportunities in the hotel.
• Is visible and approachable throughout all areas of the Front Office operation for guests and employees.
• Manage and participate in the prompt and courteous checkin and checkout of guests.
• Up sells room categories and cross sells restaurants within the hotel.
• Attends to questions or issues pertaining to guest room accommodation and rates.
• Handles guest issues in a timely and courteous manner.
• Liaises with the relevant Department Heads in case of an accident or unlawful incident and ensures the relevant forms are completed and distributed.
• Regularly review room availability situation
• Control room rates and implement approved rate changes.
• Control open and closed dates availability and condition of rooms.
• Manage blocking of rooms for VIPs and special guests.
• Coordinate availability of rooms with the Supervising Housekeeper
• Coordinates with the Engineer for all room and preventive maintenance requirements.
• Makes sure there will be no case of overbooking.
• Inform and involves the General Manager immediately in case of any severe incidents that have or could have grave consequences for the hotel and/or its reputation.
• Keep effective key control and participate in matters relating to customer room security.
• Monitor advance deposit and credit procedures (preauthorization) .
• Monitor Front Office activities regarding discounts billing instructions and compliance with hotel credit policies.
• Monitors customer satisfaction identifying shortfalls and formulating possible solutions
• Reviews and analyze Profit and Loss accounts for all Front Office departments on a monthly basis resolving any overspend and suggesting and implementing improvements in liaison with the management.
• Analyze rate variance reports to ensure proper room rate and revenue control.
• Analyze credit check reports to identify any doubtful accounts.
• Participate in onthejob training to improve efficiency product knowledge and confidence.
• Regularly review processes in the department to ensure maximum productivity levels and service standards adjusting and developing new processes where necessary to reflect best practice.
• To maintain and makes sure all guest reviews on OTAs or any online platform to be replied at in a professional manner with the approval of the general manager at a timley matter.
• Maintain a guest feeback report and share daily with the management to showcase all the situations ongoing in the venture
• Maintain a inquiry report showcasing all the leads sources conversions and to be presented on a daily bases after the night close.
• To maintain the OTAs and successfully create packages and adjust rates to prevent over booking.
• To ensure information the guest needs is always on standby such as availability prices activities so on so forth.
• Ensures front office agents are executing all SOP

• Ensuring the environment in the reception is hygienic and surpasses highlevel standards

• Greet and welcome guests with a smile and presentable way.

• Answer all questions and address complaints on time

• Answer all incoming calls and messages on time

• Receive letters packages etc. and distribute them

• Prepare outgoing mail reports requirements questions by drafting correspondence formally.

• Check sort and forward emails.

• Monitor office supplies and place orders when necessary

• Keep updated records and files

• Monitor office expenses and costs

• Take up other duties as assigned (travel arrangements schedules etc.)

• Sales calling regularly creates a successful database of agents that increase our revenue and maintains/increases them.

• Segregating revenue incoming flow and increasing revenue according to experience and accuracy

• Ensures all guests are happy maintained and fully informed regarding our rooms services and all their needs

• Successfully monitors and alter extranets deals to our advantage

• Able to understand the revenue percentage/ occupancy percentage and create a successful action plan to maximize revenue according to the market and our stand

• Able to be creative with sales for the department and create a informative source.

• Able to coordinate with partners and solve all issues in the front office department

• Able to manage the whole department engance the experience value of the guests

• Able to increase the ratings of our ventures on all possible platforms

• Able to get new ideas to guide the face of the company to success

• Able to provide accurate and informative reports that are effective to both management and accounts

• Able to organize the department including the grooming paper work database of clients very specifically

• Able to coordinate and generate a relationship with VIP clients and maintain or increase and delegate to subordinates

• is aware and experienced of other revenue sources such as online agents etc.. and able to successfully grant advantage to the company.

Job Type: Fulltime

Salary: AED3500.00 AED4000.00 per month

Ability to Commute:

• Dubai (Required)

Ability to Relocate:

• Dubai: Relocate before starting work (Required)