Company DescriptionThe Novotel 5 stars resort located directly on the red sea with a beach area of 646m ; 268 rooms including 4 suites and 80 family rooms; 5 outlets and Spa, offers a wonderful experience that can cater perfectly for all tastes
Job Description
- * Utilize strong interpersonal and communication skills to lead, influence, and motivate team members with integrity and transparency
- Foster an inclusive, collaborative environment built on mutual trust, respect, and cooperation among all team members
- Serve as a role model, demonstrating professional behaviors and a customer-focused mindset
- Supervise, manage, and support employees through coaching, mentoring, and constructive feedback
- Establish clear performance expectations aligned with job descriptions and monitor progress consistently
- Recognize and celebrate team member contributions and successes publicly and privately
- Conduct regular department meetings to communicate goals, expectations, and operational updates
Managing Front Office Operations and Goals
- Oversee all front office functions, including guest check-in/check-out procedures, reservations, and guest services
- Achieve and exceed departmental performance goals, budget targets, and guest satisfaction metrics
- Develop and implement specific action plans to prioritize work and accomplish operational objectives
- Maintain focus on critical operational components that drive guest satisfaction and financial results
- Review staffing levels regularly to ensure adequate coverage while meeting operational and financial objectives
- Analyze front office operations and their impact on overall property performance and revenue goals
- Ensure quality standards and guest service expectations are consistently met on a daily basis
Ensuring Exceptional Customer Service
- Provide services that exceed guest expectations, fostering satisfaction and loyalty
- Display leadership in guest hospitality and exemplify excellent customer service in all interactions
- Respond promptly and professionally to guest concerns, complaints, and special requests
- Create a positive, welcoming atmosphere conducive to an outstanding guest experience
- Observe employee service behaviors and provide constructive feedback to improve service delivery
- Communicate guest needs and feedback to relevant departments to enhance overall property operations
Managing Policies, Procedures, and Compliance
- Ensure strict compliance with all front office policies, standards, and standard operating procedures (SOPs)
- Administer property policies fairly and consistently across all team members
- Follow disciplinary procedures and documentation requirements in accordance with established protocols
- Maintain transparency in all operational and personnel decisions
Talent Development and Culture
- Identify developmental needs of team members and provide coaching, mentoring, and support for skill improvement
- Solicit employee feedback through an open-door policy and address concerns with empathy and professionalism
- Interview and hire qualified managers and team members in a timely manner to meet operational needs
- Ensure fair and equitable treatment of all employees
- Foster an inclusive workplace culture that values diversity and collaboration
Additional Responsibilities
- Communicate relevant information to supervisors, colleagues, and team members via phone, email, or in person
- Analyze operational challenges and facilitate the development of solutions to prevent future issues
- Prepare reports and provide updates on front office performance, metrics, and initiatives
- Complete additional tasks as assigned by senior management
QualificationsMinimum Required Qualifications:
- Bachelor's Degree in hospitality management, business administration, or a related field, OR equivalent professional work experience
- Minimum 2 years of management experience in a hotel or hospitality setting
- Minimum 2 years of experience in guest services, front desk operations, or equivalent customer-facing role
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- Proficiency in hotel property management systems (PMS) and related software
- Excellent written and verbal communication skills in English
- Strong leadership, organizational, and interpersonal skills
- Demonstrated ability to work accurately and independently while managing multiple priorities
- Ability to effectively interact with diverse internal and external customers and employees with patience, tact, empathy, and diplomacy
- Strong problem-solving and analytical abilities
- Professionalism, sound judgment, and excellent decision-making skills
- Ability to maintain composure and resilience under pressure
- Flexibility to work varied shifts, including evenings, weekends, and holidays as required
Preferred Qualifications
- * Experience working in a unionized hospitality environment
- Knowledge of customer relationship management (CRM) systems
- Experience with revenue management and budget analysis
- Certification in hospitality management or hotel operations
- Multilingual capabilities, particularly regional Indian languages
- Prior experience managing front office teams in a multi-property organization
