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Job Post Information* : Posted Date 4 weeks ago(29/03/2024 09:22)
SUMMARY The primary responsibility of this role is to align the Front Office Department policies and procedures to deliver “Count on Me“ service behaviour and create the right environment in which our colleagues can experience that will help them to be Responsive, Respectful, Deliver a Great Guest Experience & Build a Customer Service culture. As Duty Manager, with full support/synergy and alignment with Direct reports of Guest Service Associates, & Supervisors you will be responsible for managing the reception team and perform Duty manager shifts as required based on business demand. Overseeing the daily operation through set processes, ensure that proactive action is taken to ensure the needs of all guests are met and that additional measures are taken to create lasting experiences. Drive high standards and quality and employee engagement activities with the help of all front line team members. The scope includes maximizing revenue through upselling program impacting profitability, managing costs and productivity. In the Role of Duty Manager, you will be responsible to work closely with peer team members and supervise all direct reports and build synergies. KEY RESPONSIBILITES - Monitor Reception Colleagues to ensure maximum guest satisfaction engaging with guest and prompt cordial attention from arrival through departure - Work closely with all team members to ensure Wyndham members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service and enrolment targets are met - Attention to detail on special requests by having updated database on guest profile either captured through glitches, preferences - Handle guest complaints and refer them as necessary to management, follows up on corrective/preventive action. Follow up on DM log complaints and Medallia negative comments, investigation and resolving - Entertain guest within hotel premises for food and drinks with approval from FOM where required in case of guest complains, to gain loyalty - Compile, analyse existing procedures and perform process renovation to have benefit operation, through project management - Review arrival lists for all arrivals and VIPs to check/perform room allocations, amenities, and special requests - Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary - Organize and conduct regular meeting for all Reception team to facilitate communications and smooth operations - Prepare efficient work schedule for Reception Team, arranging holidays and vacation by coordinating with AFOM, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures - Ensuring implementation and compliance of the Company’s Fire, Life and Safety requirements - Conducting market and competitor analysis to be ahead of competition in terms of service delivery - P&L analysis including productivity and cost management and Perform Duty Management Shifts as per business requirement - Assist in planning for future staffing needs, and assists in recruiting in line with company guidelines, prepares and administers detailed induction program for new staff - Assist in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation - Ensures training needs analysis of Reception Team is carried out and training programmes are designed and implemented to meet needs by working together with the Assistant Front Office Manager Provide input for probation and formal performance appraisal discussions in line with company guidelines, coaches, counsels and disciplines staff, providing constructive feedback to enhance performance and regularly communicates with staff and maintains good relations Finance - Work collaboratively with Assistant Front Office Manager in preparing the expenses budget, and ensure that there are measures in place to manage each expense line within our budget through efficiency in operation - Ensure vacation, Public Holidays and lieu days are used to the needs of the business - Ensure that the payroll is submitted to HR on the agreed date Management As a Manager you are expected to demonstrate the following behaviours consistently: - Hold self and others accountable for achieving results. Deliver by meeting tough deadlines and use specific performance measures to track progress and improve future performance - Take steps to follow through, ensuring tasks are fully completed; independently check to ensure accuracy and quality - Develop detailed understanding of the market and guests’ need, challenge the way things are done; identify areas requiring change and suggest ideas to support the change - Identify opportunities to improve profitability of own area, implementation and maintenance of brand standards and standard operating procedures - Train and develop the team and provide support when required - Ensure all direct reports have Personal Development Plan to achieve their goals - Ensure that effective communication flow is maintained at all times - Actively participate in the community involvement projects and initiatives together with the hotel’s management team - Maintaining a business environment based on the Code of Conduct and Company Vision - Participate in WYNcom
ID
2024-5343
Location : City
Wyndham Dubai Marina
Job Post Information* : Posted Date 4 weeks ago(29/03/2024 08:12)
SUMMARY   The primary responsibility of this role is to structure/align the Front Office Department policies and procedures to deliver exceptional behaviour and create the right environment that will help them to be responsive, respectful, deliver great guest experience and build customer service culture. Under the direction of the Front Office Manager, and in full support and alignment with Direct reports of Duty Managers, Supervisors, is responsible for directly managing a team in order to deliver the highest level of service to all guests, support the Guest experience team in day to day operation and will be responsible to take responsible of managing the department in the absence of the Department Head. Overseeing the Front Desk, Telephone Operators, Bell Desk, Club Lounge operations and CIDs, the Assistant Front Office Manager must ensure that proactive action is taken to ensure the needs of all guests are met and that additional measures are taken to create lasting experiences. Particular attention must be given to the implementation and delivery of the Wyndham brand standards, recognition VIP guests, Wyndham Rewards Members. In the Role of Assistant Front Office Manager, you will be required to work closely with all interacting department exist between sections and to ensure all Front Office operations run in an efficient and effective manner.       KEY RESPONSIBILITES   - Ensure Wyndham brand standards, policies and procedures are adhered too at all times. - Review existing policies and procedures on a regular basis to ensure they facilitate operations. - Implement new policies and procedures as required in order to standardise service delivery and task completion. - Perform on the job training and coaching to ensure all colleagues are capable of delivering the required standards. - Ensure standards and procedure are in place to ensure all Wyndham members, repeat guests and other VIPs receive special attention and recognition - Ensure that all group arrivals/Check in are handled with quick and efficient manner, in a pre-planned manner, ensuring that their rooms are inspected and prepared prior to arrival, by proper coordination with the housekeeping team and proper allocations of rooms. - Drive the enrolment of Wyndham members ensuring enrolments are in line with the required targets as set by Head Office. - Proactively look for ways of providing better service and to exceed guest expectations. When “glitches” occur ownership is taken to implement service recovery and to ensure action is taken to address the issue in question to prevent its reoccurrence. - Reply guests reviews on social media platforms on behalf of Hotel Manager in line with Guest Relations team - Be knowledgeable, and to ensure all direct reports are knowledgeable, on all hotel room types, outlets and facilities and to be aware of all in house functions and events taking place. - Work closely with the Front Office Manager & Revenue/Reservation team to control room availability, room types, accuracy of room count and correct rate grid applied in alignment to hotel’s business strategy. Maximise occupancy, revenue and average rate while maintaining high service standards. - Review rooms allocations and upgrades provided to ensure they meet the specific requirements of the guest and that they are in line with hotel policy. - Drive up selling at the point of check-in to increase overall room’s revenue and increase the REVPAR uplift. - Manage guest and stationary supplies to reduce cost and wastage. - Ensure that good relations are maintained with all internal departments e.g. Housekeeping, Food & Beverage and to meet with them regularly to discuss opportunities and any internal challenges. - Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out and Paymaster’s are managed. Closely monitor PMs and exceeded limit guests reports on daily basis. - Deal with “book outs” during periods of high occupancy; and guest expectations are managed within Wyndham policies and procedures.   - Ensure all work areas both front and back of house are well maintained, fully stocked with required operational items and safe - Ensure colleagues maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees. - Attend the required meetings in the absence of the Front Office Manager, Organise and drive monthly FO team meetings and outings in additional to the daily briefings. - Promote Inter-hotel sales and in house facilities - Drive the guest experience through service quality and continuous improvement, and comply with Wyndham Quality Audits - Ensure implementation and compliance of the Company’s Fire, Life and Safety requirements, by adhering to Risk assessment procedure of the department.   Finance - Work collaboratively with FOM in preparing the expenses budget, and ensure that there are measures in place to manage each expense line within our budget through efficiency in operation - Ensure vacation, Public Holidays and lieu days are used to the needs of the business - Ensure that the payroll is submitted to HR on the 20th of each month - Ensure upselling report is submitted to HR by the 10th of each month   Management As a Manager you are expected to demonstrate the following behaviours consistently: - Hold self and others accountable for achieving results. Deliver by meeting tough deadlines and use specific performance measures to track progress and improve future performance - Take steps to follow through, ensuring tasks are fully completed; independently check to ensure accuracy and quality - Develop detailed understanding of the market and guests’ need, Challenge the way things are done; identifies areas requiring change and suggests ideas to support the change - Identify opportunities to improve profitability of own area, Implementation and maintenance of brand standards and standard operating procedures - Train and develop the team and provide support when required - Ensure all direct reports have a Personal Development Plan to achieve their goals - Ensure that effective communication flow is maintained at all times - Actively participate in the community involvement projects and initiatives together with the hotel’s management team - Maintaine a business environment based on the Code of Conduct and Company Vision
ID
2024-5342
Location : City
Wyndham Dubai Marina
Job Post Information* : Posted Date 1 month ago(13/03/2024 07:36)
Purpose: As a Rooms Division Management Trainee, you will have the opportunity to develop your skills to become a future leader in the hospitality industry. At The First Group the Management Trainee programme would like to invite graduates from leading hospitality schools and provide them with hands-on operational experience, tailor made in the selected area of specialisation over the period of 12 months.   Responsibilities: - Familiar with Rooms Division Standards and Procedures including Housekeeping and practice the duty of all sections. - Maintain good working relations with all departments. - Report to management on deficiencies and irregularities noted in the operation. - Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. - Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed. - Be alive to new ideas and system which could benefit the department and hotel. - Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments. - Responds immediately on medical requests and emergencies. - Assist in investigating and resolving written guest complaints. - Maintain good and smooth guest relations, builds rapport, and offer personalized service and assistance. - Assist Front Desk when required, help guest check in, check out, etc. - Assist other departments in resolving problems when Department head concerned is not available. - Participate in Manager on Duty coverage as required. - Assist and drive up selling at the point of check-in to increase overall room’s revenue. - Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out and Paymaster’s are managed. - Supervise work operations of the department. - Deliver high quality service to guests. - Ensure guest needs and reasonable requests are met. - Seek opportunities to continually improve guest service. - Take appropriate action to resolve guest complaints. - Maintain a high level of product and service knowledge to explain and sell services and facilities to guests. - Adhere to the hotels and emergency policies and procedures. - Be familiar with property safety, current first aid and fire emergency procedures. - Ensure a high level of cleaning is maintained in work area. - Ensure all reporting and servicing deadlines are met on a timely basis. - Be involved in the recreation department operations and understand and be familiar with all the facilities, memberships and services provided. - You will also be trained in other department of the hotel operations such as security, Human Resources, Recruitment, Finance, Sales & Marketing etc. - You will require to attend monthly catch ups and review sessions with your appointed mentor/coach. - Ensures that always properly well-groomed and personal hygiene maintained according to The Frist Group standards.
ID
2024-5307
Location : City
Wyndham Dubai Marina
Job Post Information* : Posted Date 1 month ago(25/03/2024 09:46)
SUMMARY   The primary responsibility of this role is to align to the Front Office Department policies and procedures to deliver “you can Count on Me“service behaviour and create the right environment which our colleagues can experience that will help them to be Responsive, Respectful, Deliver Great Guest Experience & build Customer Service culture.   Joining a dynamic, vibrant and customer focused team you will display a positive ‘can do’ attitude and be responsible for delivering an exceptional customer service experience to all our guests.   As a TRYPster, You will make guests feel amazing, create warmth & strike up conversation.   KEY RESPONSIBILITES   - Responsible for managing the assignment of rooms and supports the front office by serving as the liaison between Sales, Housekeeping and the Front office - Assign, monitor & manage VIP arrivals/ bookings/ arrange amenities - Manage room inventory days out in advance and relay any overbookings or upcoming issues to the appropriate leadership - Responsible for blocking all group and F.I.T guest reservations in the rooms PMS System - Manages available rooms inventory in the rooms PMS system, including special requests, long stay guests, VIP’s - Handle VIP assignments, pending room communication, execute room moves, facilitate guest room amenity deliveries; all while also acting as a front desk agent to cover agents' breaks and answer internal and external calls throughout their shift - Provide quality guest services that include registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming room reservations, and presenting statements to and collecting payment from departing guests. - Continually check the accuracy of room count & room availability - Ensure all rooms and suites assigned according to guest preference - Completion of all Opera reports that are focused on blocking certain room types for guests - Assist to attend the Group Resume meeting and handle all group arrivals - To have a full working knowledge of the Wyndham Rewards and its benefits by taking every opportunity to enrol new members - Maintain comprehensive knowledge of standard reservation procedures - Communicate to Assistant Front Office Manager and Duty Manager all information likely to be of interest to hotel Management such as the expected arrival and departure of VIPs and all other pertinent information - Be aware of the hotel availability and of every opportunity to maximize room revenue - Gain understanding of the departmental goals and financial targets and support management team in achieving these targets - Ensure all emails are replied to in a professional and timely manner - To work closely with Service team for any Guest Relation request and arrangement - Maintain file system and assist with data entry - Maintain inventory of office supplies & ensure any requests are made according to pre-set budget - Maintain security of information relating to guests and colleagues in the hotel - Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures. - Communicate closely and regularly with Housekeeping Room Controllers in terms of room assignments - Assume overall responsibility for maintaining standards to ensure furnishings, facilities and equipment are clean, in good repair and well maintained - Perform other clerical tasks as needed - Be familiar with all S.O.P.s and Job Aids relating to the Front Office Operations - Develop and maintain positive productive working relationships with other associates and departments - Support Front Desk staff by participating in training efforts, assisting at the Front Desk during peak arrival periods and break times, and answering telephones - Prepare group/VIP key packets and arrivals - Place rooms in OOO & OOR status and communicate with Housekeeping and Engineering - Work closely with Revenue Management to help control the overbooking process - Co-ordinate with Sales for any group bookings - Ensure all special rates and comp forms are filed - Daily answer all social media platform guest feedback - Produce monthly Reports for the FO team & Management - Other functions not listed deemed necessary by the Assistant Front Desk Manager and Director of Rooms - Recycles whenever and where-ever possible and enforces cost saving measures
ID
2024-5288
Location : City
Wyndham Dubai Marina