About Jumeirah & the Hotel:

At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and provide equal opportunities, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.

We want you to do well from the beginning, so we’ll give you every chance to impress during the recruitment process. We promise our colleagues a warm welcome and will help you feel part of our Jumeirah family from day one. You can rely on us to support you as you settle into your journey with us and make Jumeirah ‘Your Place to Shine’.

Jumeirah Creekside Hotel is a contemporary lifestyle hotel located 2km from Dubai International Airport in the heart of old Dubai. Set in landscaped grounds overlooking Dubai Creek, the hotel offers 292 rooms and suites, 21 meeting rooms, four restaurants, an award-winning spa and access to sports and leisure complex, The Aviation Club. Designed from the outset to connect the hotel to the region’s vibrant arts and cultural heritage, Jumeirah Creekside Hotel houses one of Dubai’s largest art collections – a specially commissioned collection of 482 pieces by 52 artists with roots from the Middle East. Rooted in the cultural and cosmopolitan essence of Dubai, the property combines comfort and unrivalled connectivity with true Arabian hospitality for the ultimate business and leisure experience.

About the Job:

• To supervise and ensure the smooth and efficient daily operations of reception, concierge, transport, and telephones, and to maintain an optimum level of service and care of hotel guests and visitors on a 24/7 basis. 
• This whilst achieving the sectional objectives for the financial year and maintaining standards of service in accordance to the standard operating procedures. Provide and maintain a high level of supervision and management by proactive and interactive leadership. 
• Ensure that all guests’ needs and requirements are met and or exceeded, providing at all times the highest level of service and satisfaction by working closely with all related departments.
• Liaising with key operational departments such as Security, Housekeeping, Engineering, F & B and Spots and Leisure to resolve any guest complaints 
• To be very present in the operation to be readily available for assistance from line colleagues and guests at a moment’s notice. 
• To ensure that the level of service that is delivered to guest upon arrival and departure is in a safe and professional manner, aiming to exceed guest expectations as they are the first and last impressions of the hotel, in addition to services requested during guests’ stays

Your main duties will include:

• Attend the daily handover briefing at the beginning of each shift. 
• Be efficient to identify and anticipate guest’s needs and assist in any possible way, keeping in mind Hallmark no. 2, ‘My first response to a guest will never be “no” and provide correct information to guest’s enquiries. 
• Give a warm welcome to guests on arrival and check in guests as per hotels policy and procedures. 
• Maintains the privacy of all guests by ensuring that we follow the General Data Protection Regulation (GDPR)
• Follow the PCI (Payment Card Industry) policy and procedure.
• Follow FRAUD PREVENTION policy and procedure.
• Bid fond farewell to guest on departure and follow hotels check out policy and procedure. 
• Ensure to follow guest registration in CID system (VICAS) per CID policy and procedure and update the system correctly during check-ins and check-outs to avoid tourism dirham fines by DTCM.
• To ensure a smooth and efficient running of the hotel operation with particular focus on the front office department 
• To assist in maintaining and / or develop agreed standards consistently within the Front Office department.
• To assist in maintaining and / or develop agreed operating procedures involved in the Front Office and to ensure that front office colleagues adhere to the correct procedures as lay down in the operating manuals.
• To set a high example in regard to punctuality, appearance, performance, attitude, leadership, guest relations, observance of the house rules and interdepartmental co-operation.
• To keep very close relations with all VIP guests in- and out of house and responds accordingly to all their needs and demands.
• Covering as Night Manager/night shifts as and when required.
• Ensure that the highest quality service is delivered by all team members.
• Ensure that all guest arrival and departure procedures are completed as defined in the step-by-steps / Jumeirah standards / LQA standards.
• Monitor the level of service provided by the department (i.e. by analysing the Guest Satisfaction Reports) and constantly working on improving it through investigation, analysis and corrective action.
• Handle customer complaints and feedback according to Jumeirah standards ensuring complaints are recorded when necessary.
• Evaluates team in order to identify training needs and ensure all the identified training plans are carried out in order to satisfy the minimum average hours required per month.
• Conducts effective and timely staff performance appraisals.
• Promote upselling of available room categories.
• Greeting of VIPs on arrival according to VIP level and protocol.
• Builds a rapport with the in-house guests in the hotel and maintain interaction in order to facilitate guest recognition and obtain information regarding their preferences in order to update guest history profiles.
• Keeps GSM/AFOM/FOM fully informed of all problems or unusual matters of significance.
• Conducts daily standard and quality checks.
• Continually checks all public areas for upkeep and cleanliness.
• Reports any maintenances faults according to stated procedures.
• Conducts hotel show around and rooms/suite show around when requested.
• Ensures a full and complete shift hand over.
• Maintains privacy and ensures security of in-house guests.
• Assist team to enhance guest feedback.
• Is fully aware and knowledgeable of all in-room/suite services, amenities and functions.
• Supports and assists Senior Management.
• To arrange, co-ordinate and chair daily departmental briefings and monthly meetings
• To carry out, supervise and record cross training of staff members from other hotel departments.
• To ensure that credit policy and cash handling policy is followed, as well by all colleagues.
• Motivate colleagues and provides a work environment which brings out the best in team members.
• Supports individual team members to achieve professional goals.
• Responsible to enhance skills of colleagues in various aspects of operations by constantly monitoring their performance levels.
• Achieves work objectives through effective delegation.
• Ensures that all employees follow health & safety rules and procedures.
• Takes corrective action when required to improve safety of work areas.
• Provides training to ensure all team members develop & grow.
• To ensure that any major incident or new information are logged in the logbook.
• To supervise group arrivals and departures.
• To assist in maintaining the operating costs and achieving maximum sales and profitability in Front Office.
• Must lead by example by demonstrating the Hallmarks and guiding principles in their role continuously.
• To supervise the luggage services to ensure a smooth and efficient operation and minimum delay and damage.
• To have a good knowledge of all activities within the hotel, food and beverage functions, restaurants and meeting rooms.
• To ensure that all information on restaurants, hotel facilities, emergency telephone numbers and other miscellaneous numbers are kept up to date at all times.
• To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
• To assist in the training of the employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency. 
• To ensure, in coordination with the housekeeping and engineering departments, that the hotel's public areas are clean and tidy at all times, and everything is in working order.
• Ensure that all information in Opera Telephone Book on restaurants, bars, airlines, shopping malls and hotel facilities, are kept up to date at all times.
• Be well informed at all times about any information that might be useful to the guests (i.e. events in town, new restaurants and bars, sports and sightseeing etc.) and to pass the knowledge on to the team.
• Ensure manning and competence level of selected colleagues is sufficient for the department to meet the needs of the organization and customer.
• Adhering to Jumeirah Guiding Principles and Hallmarks.
• Maintain a high morale and productivity by building an efficient team as well as good communication within the Front Office department by taking an active interest in their welfare, safety, and development.
• Demonstrate commitment to the development and implementation of the Quality Management System and continual improvement of its effectiveness.
• Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.

About you:

Qualifications

• Diploma or equivalent qualification in hotel management or related field
• Able to converse and resolve guest complaints/issues in a calm and professional manner. 
• Energetic with a positive attitude. 

Experience

• Minimum of 2 years' work experience in a supervisory or junior managerial role in a 5* hotel in Front Office. 
• Experience of working with high volume and occupancy levels

Competencies

• Takes initiative and works through obstacles. 
• Open-minded and excited by cultural and professional diversity
• Demonstrates the values of our Guiding Principles: Teamwork, Respect, Innovation, People Focus, Integrity and Continuous Growth
• Leadership skills
• Personal interaction skills
• Understanding of Cost Controlling List below, all measurable or observable knowledge, skills, abilities, and/or behaviours that is needed to succeed in performing the job. Technical competencies

 About Benefits:

We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer reduced hotel rates across our properties globally, excellent care package, flights home, accommodation allowance, health insurance, up to 50% discount off Jumeirah F&B Outlets.