Manager, Front Office 
(15928)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Shimmering in azure Indian Ocean, fringed with white powder sands and vibrant coral reef, One&Only Reethi Rah is a beautiful and rare place that creates magically unscripted stories for the world’s most discerning and remarkable guests. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

JOB SUMMARY

• The manager Front Office is directly responsible for the smooth arrival and departure experience of each guest. Additionally, it acts as the extended arm of the Finance and ensures accurate posting of charges and collection of payments before guest’s departure. Overall responsible for Host, Reception, Call Center, Golf Cart, and the Transportation Team.
• The One&Only Reethi Rah Manager, Front Office will provide, achieve, maximize, and exceed Guest’s expectations and organizational profitability by providing a very high-end personalized Guest Service while still offering a warm, relaxed, yet refined ambiance with a sense of place. By liaising with other support Departments whenever necessary, the Manager Front Office will lead his/her section and organize all aspects of the Host service to the highest professional standards, performing all tasks according to the Standard Operating Procedures established by One&Only Reethi Rah. The Front Office Manager is responsible for the daily planning of the operation, delegation of tasks, and supervision of the Hosts. 
• To provide prompt, efficient, and responsive service to all Resort Guests, to achieve the ultimate Guest satisfaction and organizational profitability in an environment of high individual morale. Being the first and constant point of contact with Guests, the Front Office Manager always creates an unforgettable first impression and projects a favorable image of the Resort. Act as a direct liaison of the Resort Management attending regular resort functions and activities. 
• To project an image of courteousness and hospitality while handling Guest requests. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned promptly to ensure the highest levels of personalized attention and standards of service.

KEY DUTIES AND RESPONSIBILITIES

• Establishing and maintaining good working relationships with key departments such as Housekeeping and finance as well as third-party vendors such as the VIP lounge at the Airport, and Seaplane company, to name but a few.
• Ensures the delivery of One&Only standards and service levels for all guests regardless of the time of day of their arrival/departure.
• Vigilantly spot-checks One&Only yachts and third-party vendor vessels to ensure cleanliness, (LHW and Amex FHR audits standards are followed consistently).
• Ensures spotless appearance of arrival jetty, seaplane jetty, and arrival lobby.
• Oversees timely follow-up of log entries (service lapses) and coordinates with relevant departments to ensure appropriate service recovery takes place.
• Manages the blocking of villas together with the Reservations Manager to maximize guest preferences based on repeat status to maximize occupancy and fulfill personal preferences.
• Ensures in coordination with Finance, that all the relevant business licenses (yachts, in-keeping, etc.) are renewed in time.
• Continuously seeks better ways and new innovative ideas and implementation to enhance overall product and service offerings.
• Is a member of the resort's Emergency Response Team.
• Responsible and ensures that proper recruitment processes are followed with the right steps to retain the best quality talents. Executes training plans for new hires seamlessly and productively while providing an in-depth overview of all operational areas of the resort.
• Ensures that the Administration of Payroll, PSAs, vacation planning, performance reviews, coaching, and counseling are made promptly and where necessary.
• Provides and conducts necessary training and development for rank-in-file staff and supervisors and achieves targeted annual training hours as set by the resort.
• Nominating candidates for One Joy recognition through the One Joy recognition program.
• Conducting monthly staff meetings with the team including minutes.
• Ensuring and instilling safe work habits and following up on related accidents if any promptly.
• Maximizing productivity of the colleagues by monitoring and enhancing work practices on the shift.
• Attends in management meetings, and gatherings and represents management in various team events where needed.
• Actively participates in required training-related jobs. This includes conducting various learning classes on various modules for One&Only Apprentices, Interns, and trainees whenever required.
• To effectively communicate and maintain a favorable working relationship with colleagues at all levels.
• Assures professional attitude towards, guests, colleagues, and suppliers always.
• To provide an effective structure for communication within the department at all levels.
• Leads by example, inspires, and motivates those through enthusiasm, and inspires and guides others to make their decisions based on the organization’s values and overall directions, keeping the company's Goals in mind.
• Ensures proper action plan and follow-up to achieve the resort's yearly goals and objectives.
• Processing purchase requests and expense reports as needed.
• Conducting regular inventories of equipment, materials, and tools belonging to the department.
• Maintaining proper par stock levels of suppliers required for daily operation. Ensuring proper and secure storage of all equipment.
• Partaking in the budget preparation process and preparing monthly financial reports and presentation slides for review by the end of every month in the absence of the Rooms Division Manager.
• Ensuring efficient and economic use of materials, tools, and manpower. Follows through the departmental cost containment plan. Suggest implementing and pursuing cost-reducing practices.
• Reports incidents of breakages, equipment repair, and maintenance to RDM.
• To be conscious and responsible regarding energy and water conservation by following Villa energy conservation enhancement.
• To be fully aware of all health and safety, fire, and emergency procedures. Responsible for reporting any potentially hazardous situations within the workplace.
• Applies and adheres to rules and regulations as per the employee handbook, departmental and resort policies, and procedures, including those for emergencies.
• Develop and maintain an understanding of the overall organization's mission, vision, and values.
• At all times to project a favorable image of One&Only Reethi Rah and One&Only Resorts to the public.
• professionally handles any guests’ complaints, as per the resort Policy and procedures. Service recovery is followed, and the right steps are maintained professionally according to One & Only standards.
• Practices proper telephone etiquette with colleagues and resort guests always.
• Ensures all activities are carried out honestly, ethically, and within the parameters of the Maldivian Law.
• Represents and visuals in resort events, functions such as Management cocktails, reception, special theme nights, and special events. Projects as a true One&Only management ambassador always.
• Responsible for the departmental expenses, fully knowledgeable about the departmental P&L, and ensures proper mechanisms are placed to increase departmental revenue. Follow the cost containment measures in place.
• To be fully aware of Emergency procedures at the resort.
• To perform all other jobs related to your scope of work, as requested by your superiors or other Managers

SKILL EXPERIENCE & EDUCATIONAL REQUIREMENT 

• Guest Driven
• Team player
• Flawless Communicator
• Passionate
• Well Organized
• Luxury Service 
• Detail Oriented

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.